Customer Success Manager for Retention (US Hours)

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.

Job Overview
As a Digital CSM - Retention Specialist within the Customer Success function, you will beresponsible for managing and owning customer cancellation and downsell requests acrossour SHR and Paytronix portfolios in order to retain customers, reduce churn and improvethe Gross Retention Rate. The role involves engaging with long-tail customers primarilythrough digital channels and telephone, addressing their concerns, identifying retentionopportunities, executing proven retention strategies, and providing excellent customerservice. You will play a key role in ensuring that customers continue to see value in AccessHospitality Americas products and services while supporting our goal to save significantannual revenue through retention initiatives.
This role is specifically designed to work US business hours (evening/night shift in Malaysiatime) to provide real-time support to our Americas customer base, and the schedule forthis position is fixed with no alternative shift options available.

Key Responsibilities
Manage customer cancellation and downsell requests across SHR and Paytronixportfolios with focus on long-tail customer segments
Engage with customers through multiple channels including telephone, videocalls, email, and digital touchpoints to address concerns and identify retentionopportunities
Execute proven retention playbooks and strategies developed from Access'ssuccessful European retention programs that have saved 50 million annually
Take ownership of retention cases while collaborating effectively with cross-functional teams including Digital CSM, Sales, and Product teams to resolvecustomer needs
Develop and maintain comprehensive knowledge of Access HospitalityAmericas products, customer segments, and competitive landscape to effectivelysupport retention efforts
Meet and exceed retention targets and KPIs including Save Rate, Saved Value,and customer satisfaction metrics
Utilize Salesforce and other CRM tools to track retention activities, documentcustomer interactions, and capture feedback to analyze churn trends and identifyimprovement areas
Support digital engagement initiatives by providing insights from retentionconversations to inform proactive customer success campaigns
Handle high-volume customer interactions efficiently while maintainingpersonalized, empathetic service approach
Collaborate with Digital Customer Success Specialist to ensure seamlesshandoffs between proactive engagement and reactive retention efforts
Support basic engagement tasks such as executing pre-built email campaigns andcustomer communication when needed Participate in cross-training initiatives to provide backup support for teamfunctions during peak periods, PTO, or emergencies
Flexibility to support team needs across different customer success activities asbusiness requires

Experience, Skills and Competencies
3+ years of experience in sales, customer service, retention, or customer successroles, preferably in SaaS or hospitality technology
Fluent communication skills in English, both written and verbal, with ability toconduct professional conversations across multiple channels
Excellent problem-solving abilities and conflict resolution skills with proventrack record of turning challenging conversations into positive outcomes
Ability to work independently during US hours (evening/night shift in KL timezone),manage time efficiently, and handle multiple retention cases simultaneously
Experience in handling high-volume customer interactions in a fast-pacedenvironment with strong resilience and ability to remain calm under pressure
Willingness to learn cross-functional skills and adapt to changing team needs
Collaborative team player comfortable providing backup support across differentCS functions
Motivation driven by achieving targets and KPIs with focus on retention metricsand customer satisfaction scores
Proficiency with CRM software (Salesforce preferred) and customercommunication platforms, with willingness to learn new digital tools
Understanding of subscription business models and customer lifecycle, withappreciation for the value of customer retention vs. acquisition
Basic digital literacy including email platforms and ticketing systems, with ability tosupport digital engagement initiatives
Hospitality or restaurant industry knowledge preferred but not required; Accesswill provide comprehensive product training
Flexible schedule availability to work US business hours from Kuala Lumpurlocation

What are we all about

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you Let's make a difference together.

Love Work. Love Life. Be You.