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Customer Success Manager - Retention

The Access GroupKuala Lumpur, Kuala Lumpur, Malaysia

21 hours ago

Job description

Join to apply for the Customer Success Manager - Retention role at The Access Group

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.

Job Overview

As a Digital CSM - Retention Specialist within the Customer Success function, you will be responsible for managing and owning customer cancellation and downsell requests across our SHR and Paytronix portfolios in order to retain customers, reduce churn and improve the Gross Retention Rate.

Key Responsibilities

Manage customer cancellation and downsell requests across SHR and Paytronix portfolios 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 retention opportunities
Execute proven retention playbooks and strategies developed from Access's successful 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 resolve customer needs
Develop and maintain comprehensive knowledge of Access Hospitality Americas' products, customer segments, and competitive landscape to effectively support 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, document customer interactions, and capture feedback to analyze churn trends and identify improvement areas

Experience, Skills and Competencies

3+ years of experience in sales, customer service, retention, or customer success roles, preferably in SaaS or hospitality technology

Fluent communication skills in English, both written and verbal, with ability to conduct professional conversations across multiple channels

Excellent problem-solving abilities and conflict resolution skills with proven track record of turning challenging conversations into positive outcomes

Ability to work independently during US hours, manage time efficiently, and handle multiple retention cases simultaneously

The Access Group is one of the largest UK-headquartered business management software providers. We are committed to creating a welcoming and inclusive environment where everyone can thrive.

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Customer Manager • Kuala Lumpur, Kuala Lumpur, Malaysia