Senior Customer Success Manager to lead a team of Customer Success Managers within the Access Group Hospitality F&B brand portfolio. You will own retention outcomes, team performance, and account health, serving as the primary accountability layer between your CSMs and senior leadership, responsible for GRR performance, coaching quality, and execution against strategic priorities. You will run a structured renewal motion, maintain real-time account health visibility, and ensure every at-risk account has a documented plan before it becomes a problem. As a cross-functional partner, you will advocate for the voice of the customer, collaborating with Strategists, Technical Success Managers, CS Ops, and senior leadership to present clear performance and risks with data and evidence. Day-to-Day: Hold the GRR for your portfolio; drive renewal forecasting and proactive engagement on at-risk accounts; meet Business Value Review targets using ROI Story Arc methodology; maintain Salesforce hygiene and accurate account health status; ensure Tier 1 accounts have executive-covered engagement; serve as the first point of escalation for CSMs; conduct weekly coaching-focused 1:1s; provide in-the-moment feedback on BVR delivery, executive presence, discovery, and ROI framing; identify and close skill gaps; own end-to-end performance management; oversee program rollout and CRM processes including BVR, CSP positioning, and Salesforce adoption; implement proven global processes for the US team; present team performance and risks in leadership reviews with data; flag systemic issues with evide

Senior Customer Success Manager to lead a team of Customer Success Managers within the Access Group Hospitality F&B brand portfolio. You will own retention outcomes, team performance, and account health, serving as the primary accountability layer between your CSMs and senior leadership, responsible for GRR performance, coaching quality, and execution against strategic priorities. You will run a structured renewal motion, maintain real-time account health visibility, and ensure every at-risk account has a documented plan before it becomes a problem. As a cross-functional partner, you will advocate for the voice of the customer, collaborating with Strategists, Technical Success Managers, CS Ops, and senior leadership to present clear performance and risks with data and evidence. Day-to-Day: Hold the GRR for your portfolio; drive renewal forecasting and proactive engagement on at-risk accounts; meet Business Value Review targets using ROI Story Arc methodology; maintain Salesforce hygiene and accurate account health status; ensure Tier 1 accounts have executive-covered engagement; serve as the first point of escalation for CSMs; conduct weekly coaching-focused 1:1s; provide in-the-moment feedback on BVR delivery, executive presence, discovery, and ROI framing; identify and close skill gaps; own end-to-end performance management; oversee program rollout and CRM processes including BVR, CSP positioning, and Salesforce adoption; implement proven global processes for the US team; present team performance and risks in leadership reviews with data; flag systemic issues with evide