Customer Success Manager for Retention (US Hours)

Job description

Join to apply for the Customer Success Manager for Retention (US Hours) 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.

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 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.

The role involves engaging with long-tail customers primarily through digital channels and telephone, addressing their concerns, identifying retention opportunities, executing proven retention strategies, and providing excellent customer service.

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 significant annual revenue through retention initiatives.

This role is specifically designed to work US business hours (evening/night shift in Malaysia time) to provide real-time support to our Americas customer base, and the schedule for this position is fixed with no alternative shift options available.

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, video calls, 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
• Support digital engagement initiatives by providing insights from retention conversations to inform proactive customer success campaigns
• Handle high-volume customer interactions efficiently while maintaining a personalized, empathetic service approach
• Collaborate with Digital Customer Success Specialist to ensure seamless handoffs between proactive engagement and reactive retention efforts
• Support basic engagement tasks such as executing pre-built email campaigns and customer communication when needed
• Participate in cross-training initiatives to provide backup support for team functions during peak periods, PTO, or emergencies
• Flexibility to support team needs across different customer success activities as business requires

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 (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‑paced environment 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 different CS functions
• Motivation driven by achieving targets and KPIs with focus on retention metrics and customer satisfaction scores
• Proficiency with CRM software (Salesforce preferred) and customer communication platforms, with willingness to learn new digital tools
• Understanding of subscription business models and customer lifecycle, with appreciation for the value of customer retention vs.
  
  acquisition
• Basic digital literacy including email platforms and ticketing systems, with ability to support digital engagement initiatives
• Hospitality or restaurant industry knowledge preferred but not required; Access will provide comprehensive product training
• Flexible schedule availability to work US business hours from Kuala Lumpur location

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 approximately 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.

Love Work.

Love Life.

Be You.

Required Skill Profession

Management & Operations