Overview
Your Customer Success Team is here to help you make the most of your Access Volcanic platform. Think of them as performance coaches: they’ll guide you on improving website effectiveness, training your team, and achieving better recruitment results.
Your platform performance partners
The Customer Success Team supports you in two key ways:
Areas they help with
Getting better results: Website performance reviews, SEO guidance, and conversion improvements.
Strategic planning: Site redesign discussions, feature recommendations, upgrade guidance, and recruitment goal planning.
Solving challenges: Performance troubleshooting and tailored recommendations.
How they deliver support
Training and demos: Platform overviews, team training, and best practice sharing.
Performance consultations: Reviews and recommendations focused on your recruitment goals.
Guided planning: Workshops and discussions to align platform improvements with your strategy.
📌 Note: Premier customers get a dedicated Customer Success Manager (CSM). Available services depend on your support plan, and some advanced services may be chargeable. Costs will always be explained upfront.
Customer Success and Account Manager
As both CSMs and Account Managers (AMs) work closely with you, it can be easy to confuse the two.
Here's how to know who to contact for different needs:
Area | Customer Success Team (CSM) | Account Manager (AM) |
Training and demos | ✅ | ❌ |
Performance guidance | ✅ | ❌ |
Contract matters | ❌ | ✅ |
Billing queries | ❌ | ✅ |
Customer Success Team specialises in:
Training and platform demos
Performance reviews and SEO guidance
Platform optimisation and strategy
Feature requests and service coordination
Account Manager specialises in:
Contract renewals and commercial discussions
Billing queries and account management
Feature requests and service coordination
Business relationship management
🤓 Tip: Use both! Your AM handles the business stuff, while Customer Success helps you get better results from what you're paying for.
Customer Success and Support
For Premier customers, your CSM will work closely with your Named Technical Support Engineer.
Your CSM focuses on strategy, training, and performance improvements.
Your Named Technical Support Engineer is your main contact for technical queries and troubleshooting.
Together, they help you get the best performance from your platform while ensuring technical issues are resolved smoothly.
📌 Note: You’ll find more detail about your named support agent in the Meet the Support Team Help Guide.
Getting in touch
📌Note: Click on the link ➤ to expand the section you're interested in:
When to reach out
When to reach out
Contact your Customer Success Team when you want to:
Learn how to use your website features better
Get training for new team members
Review your website's performance
Discuss ways to attract more candidates
Plan website improvements or redesigns
Understand which platform features could help you most
Get strategic advice about your recruitment goals
How to connect
How to connect
Premier customers: You will be assigned a designated Customer Success Manager (CSM) with their own direct contact details. Use this method whenever possible for quicker responses and ongoing support.
Standard customers: Contact the team at [email protected] for training requests, performance reviews, or strategic guidance.
📌Note: Response times may vary as the team is very busy.
Other customers: Access to the Customer Success Team is limited. If you are interested in a dedicated CSM, speak with your Account Manager to discuss available options.
Contact tips
Contact tips
Use the right channel: Reach out to your CSM for training, strategy, or performance guidance. For contracts or billing, your Account Manager is the best contact. If it’s a technical issue, the Support Team will get you sorted.
Set your goals: Share what you’re aiming for, like more applications, better SEO, or a redesign.
Be specific: A clear list of needs makes it easier for the team to help.
Stay open: CSMs may suggest improvements you hadn’t thought of.
Check your plan: Some services are included, while more advanced sessions may be chargeable.
Value Pathways with the Customer Success Team
One key way our Customer Success Team can support you is through Value Pathways. These are designed to help you get the most from your Access Volcanic platform.
Guided Path with a Customer Success Manager
If you choose the Guided Path, a Customer Success Manager will work with you to keep your journey on track. They combine self-serve resources with regular check-ins to give you practical support when you require it most.
Guided Assistance meetings: Short sessions (up to 30 minutes) where your Customer Success Manager listens to your goals, reviews progress, and helps you agree on practical next steps.
Ongoing guidance: These touchpoints ensure you’re using the platform effectively and progressing towards your recruitment outcomes.
📌 Try it out: Take the Value Pathways assessment to check whether you’re getting the most from the platform.
FAQs
Q1: What’s the difference between Customer Success and my Account Manager?
Answer: Customer Success helps you get better results from the platform through training and strategy. Your Account Manager handles contracts, renewals, and billing.
Q2: Do I get Customer Success support with my plan?
Answer: If you’re on a Standard or Premier Customer Success Plan, this includes Customer Success support.
Q3: What’s the difference between a Customer Success Manager and the Customer Success Team?
Answer: A Customer Success Manager provides dedicated one-to-one guidance and more proactive support. The wider Customer Success Team assists customers on request when available.
Q4: What are Value Pathways, and how does the Customer Success Team help with them?
Answer: Value Pathways is a structured tool that guides you in making the most of your recruitment website. In the Guided Path, a CSM works with you in short check-ins to review your goals and agree on next steps.
Q5: Can Customer Success help with technical problems?
Answer: Technical queries are best handled by your named support agent or the Support Team. However, your Customer Success Manager may be able to point you in the right direction or help prioritise issues.
Q6: What if I’m not sure what I need help with?
Answer: That’s fine — contact Customer Success, and they’ll guide you on opportunities for improvement.