Customer Success Leader

Role overview

This position is for a senior Customer Success leader to head the Regional Customer Success function for the SBD software portfolio across APAC. The role reports to the Customer Success Director for ERP and works in close alignment with an equivalent leader in the UK to ensure a consistent operating model and customer experience. The portfolio currently includes Prospect CRM, Unleashed, and Tradify, with the possibility of future additions through acquisitions.

The organisation promotes a blended office-working model that encourages in-person collaboration in one of its offices. It also places strong emphasis on employee development, career progression, and a culture built around the idea of “Love Work. Love Life. Be You.”

Strategic leadership and business partnership

• Act as a trusted adviser to the SBD GM and wider leadership team on customer strategy, market intelligence, and overall business performance.
• Contribute to SBD strategy and business planning as part of the senior leadership group, ensuring customer needs remain central to decision-making.
• Work cross-functionally with Product & Engineering, Marketing, Sales, and GTM teams to build aligned customer strategies that support growth, adoption, and expansion.

Team leadership and operational excellence

• Lead a high-performing Customer Success organisation spanning Professional Services, Onboarding, and CSM, with focus on customer outcomes, technical environments, and commercial goals.
• Use Digital and AI capabilities to modernise Customer Success operations and increase customer value.
• Foster a strong performance culture by developing Customer Success capability, leadership strength, and the right talent mix to deliver outstanding results.

Business impact and growth

• Own measurable outcomes across retention, expansion, customer lifetime value, and operational efficiency, with responsibility for GRR, NRR, CSAT, TTV, NPS, and eNPS.
• Lead and scale Customer Support and Customer Success teams across global operating centres in Romania and Malaysia.
• Partner with Sales leadership to support revenue growth and create a smooth journey from acquisition through expansion.
• Design and improve the customer lifecycle by applying technology, AI, and segmentation to standardise and scale customer interventions.

Innovation and process improvement

• Develop digital and AI-enabled self-service approaches that lower customer effort, improve experience, and increase efficiency.
• Collaborate with Product, Engineering, Support, and central Customer Success teams to refine self-service journeys and automated touchpoints.
• Use operational data to spot trends and evolve reactive support into proactive, AI-assisted customer success delivery.
• Promote the customer voice and ensure feedback feeds continuous improvement across customer-facing teams.
• Embed customer success principles across the business and act as a centre of excellence for customer advocacy.

Experience and capability profile

The ideal candidate will bring senior-level experience in customer success, strong commercial judgment, and the ability to lead in a fast-moving global environment. Success in the role calls for a balance of strategy, operational discipline, people leadership, and executive influence.

Commercial strength

You should have a track record of owning GRR targets, lowering churn through proactive risk management, and driving value-realisation programmes. Experience with SaaS implementation, customer onboarding, and reducing time-to-value through scalable delivery and repeatable playbooks is important.

Customer and employee experience

The role calls for proven senior stakeholder management with measurable improvements in NPS. You should also have experience building and retaining high-performing teams, with positive employee NPS and engagement outcomes. Emotional intelligence, resilience, and the ability to influence across a global matrixed organisation are key.

Margin and cost-to-serve focus

This role involves P&L responsibility, including improving cost to serve through operational efficiency, automation, and Digital/AI-enabled touchless operations. A continuous-improvement mindset and the ability to scale delivery without adding headcount proportionally are essential.

Leadership expectations

You should be able to define and execute strategy in a fast-paced, PE-backed environment and work effectively in a global setting while respecting local market needs and cultural differences. Experience partnering with global operating centres to improve consistency, scalability, and cost efficiency is valuable, as is strong communication with C-suite and executive stakeholders.

About the employer

The Access Group is a major UK-headquartered business management software provider serving more than 160,000 small and mid-sized organisations across commercial and non-profit sectors in Europe, the USA, and APAC. Its cloud-based and AI-enhanced products are designed to help businesses work more effectively, while a workforce of over 9,300 people drives innovation and customer excellence.

The company emphasises inclusion, high performance, and an environment where people feel respected, valued, and empowered to thrive. Candidates are encouraged to apply even if they do not meet every requirement, as long as they bring the right potential and alignment with the organisation’s values.

Culture and additional information

The organisation describes its values as centred on equality, diversity, and authenticity. It aims to create a workplace where employees can grow, contribute meaningfully, and be themselves while helping customers do more of what matters most to them.