Customer Success Manager (Customer Account Manager)

Could you be our Customer Success Manager?

"The great thing about working for accessplanit is that everyone is encouraged to contribute , everyone is listened to and everyone shares in the benefits, from the profit share scheme, through to all the learning and social events"

The Company

Are you interested in joining a growing SaaS company based in central Lancaster? With a generous benefits package, great opportunities for career progression and a passionate and friendly team, accessplanit are seeking stand out talent in the North West.

We are looking to recruit a Customer Success Manager who is passionate about building long term relationships with customers, acting as their internal advocate and through this ensure strong product adoption and expansion.

At accessplanit, we operate a remote-first model however in-person attendance will be required as requested.

The Role

At accessplanit, we are building a great business for each other and for our customers. Our CSMs work directly with customers to deliver our overall customer experience success strategy and ensure that our customers realise a measurable return from their investment in us.

A CSM’s primary focus is successful product adoption, ongoing relationship optimisation, product expansion including up-sell and cross-sell and providing trusted advice; this ultimately drives happy customers, contract renewals and recurring revenues.

A CSM is the customer’s internal champion within accessplanit, acting as their main point of contact and gathering feedback on feature and service enhancements.

Specific responsibilities include

  • To establish a long-term relationship with your customers, in unison with other accessplanit teams / management, to deliver the tools and support customers need to achieve the results they want.
  • To simultaneously be an accessplanit advocate to customers and a customer advocate to accessplanit.
  • To consult with customer contacts to develop strategies and plans that ensure the customer sees value in their accessplanit system.
  • Proactively monitor and facilitate the customer’s adoption of our solution features and functionality.
  • Understand the industry the customers operate within; keeping abreast of internal and external influencing factors.
  • Develop additional revenues through upsell, client expansion, technical services, and training.
  • Identify at risk customers and renewals and address issues with internal teams.
  • Ensuring all records are kept up to date and customer success management activities and communication are stored in the CRM system

The Ideal Candidate

In addition to the skills highlighted below we only recruit people who believe they can make a difference, who are self-driven, tenacious and passionate about what they do. They must have a genuine passion for making our customer’s successful.

To be considered for the role of Customer Success Manager candidates must have:

  • Minimum 3 years’ experience of customer success management/ long-term customer relationship management/ strategic account management
  • Excellent communications skills written/ oral
  • Ability to build rapport with customers across a wide spectrum of industries and within a wide range of job roles from administrators to directors)
  • Attention to detail
  • Outstanding time management and organisation skills
  • Commercial acumen
  • Resourceful approach to problem solving
  • Technically competent / understands software and its application in business
  • Resilience

It is preferred that the candidate also has:

  • Experience as a Customer Success Manager
  • Experience in the SaaS industry
  • Experience in a training environment

Benefits Package

We offer a great working environment in a new, purpose-built office situated in Lancaster City centre.

We are passionate about providing opportunities to learn and develop, including guaranteed learning hours per month.

In addition, we offer:

  • 25 days holiday (plus bank holidays)
  • Healthcare, following a successful probationary period
  • Company Profit Bonus Share Scheme
  • Pension
  • Employee Assistance Programme
  • Company Sick pay

About accessplanit

Established in 2001, accessplanit provide training management software to businesses that deliver training, allowing them to take a fully integrated approach to every aspect of their business.

This is a Company where you are encouraged to take ownership and use your initiative, with the freedom and autonomy to help take the business forward and be very much part of its success.

Salary: £28-30K per annum, £33-35K OTE (uncapped)

Benefits Package


  • 25 days holiday (plus bank holidays)
  • Healthcare, following a successful probationary period
  • Company profit bonus share scheme
  • Pension
  • Employee Assistance Programme
  • Company Sick pay

Benefits Package


  • 25 days holiday (plus bank holidays)
  • Healthcare, following a successful probationary period
  • Company profit bonus share scheme
  • Pension
  • Employee Assistance Programme
  • Company Sick pay

Why work with us?

We want you to succeed

At accessplanit, each member of the team is empowered to learn and develop themselves from formal qualifications, lunch and learn sessions, book clubs and internal coaching

2018 new starters accessplanit

A range of benefits

We offer a range of benefits including 25 days holiday (plus bank holidays), pension scheme, an annual profit sharing bonus, healthcare cash plan & frequent social events.


We provide market leading solutions

Our software is used by over 1 million training professionals worldwide. We don't just come to work to get paid, we're excited to be part of a product that we can be proud of.


We believe in transparency and support

Our culture allows the freedom of creativity, autonomy and responsibility. If you're looking for a place where your opinion matters with the support to reach your goals, accessplanit is the place for you.

accessplanit Values Champions Q3