Need to speak to your Account Manager or Customer Success Manager? Here's how to get connected with the right person.
When to use this
Get in touch with us if you need to:
Find out who your Account Manager or Customer Success Manager is.
Ask about contracts, pricing, renewals, or quotes.
Get guidance on getting the most out of your products.
Follow up because you've contacted your Account Manager or Customer Success Manager but haven't heard back.
How to get started
Click the message bubble in the bottom-right corner of the MyAccess Portal.
Select Ask a Question.
Choose the option that best matches your query — for example, My Account.
Follow the prompts and share the details requested.
Type your question into the chat window, just as you'd ask a person.
Example questions you might ask:
"Who is my Account Manager?"
"Can you give me my Customer Success Manager's details?"
"I emailed my Account Manager and haven't heard back — can you help?"
Which contact do you need?
Your Account Manager (AM) can help with:
Contracts
Pricing
Renewals
Quotes
Buying additional products or services
Your Customer Success Manager (CSM) can help with:
Getting the most out of your products
Best-practice advice
Planning for success with our tools
General guidance on how to use what you've purchased
Not sure which one you need? That's fine — just ask, and we'll make sure your question reaches the right person.
What we'll need from you
To make sure we look up the right account securely, please have your Customer Reference Number (CRN) ready. You can usually find this at the top of your invoice from Access. If you can't locate it, just let us know and we'll help you identify your account another way.
What Happens Next
We'll verify your account using the Customer Reference Number (CRN) you provide.
We'll look up your assigned Account Manager and/or Customer Success Manager.
We'll send you their name and email address.
If you've already reached out to them and haven't heard back:
Let our Customer Experience Team know who you contacted, the email address you used, and when you reached out. A copy of your email is helpful too, if you have one handy.
We'll check internally to confirm who's currently responsible for your account, in case this has changed.
If your AM/CSM contact has changed: we'll introduce you to your new Account Manager or CSM and make sure they follow up with you promptly.
If your AM/CSM contact is still the right person: we'll follow up with them directly and ask them to get back to you as soon as possible, along with a timeframe for next steps.
If you still don't hear anything after that, just let us know — we'll escalate it internally to make sure it gets the attention it needs.
Either way, you'll hear back from us with an update — you shouldn't need to chase this yourself.
Quick summary
Situation | What to do |
I don't know my Account Manager (AM) / Customer Success Manager (CSM) | Contact our Customer Experience Team via MyAccess Portal (My Account) with your Customer Reference Number (CRN) |
I need pricing, contracts, or a quote | Ask for your Account Manager |
I need help using the product / best practices | Ask for your Customer Success Manager |
I've messaged them but no reply | Contact the Customer Experience Team with the details above - we'll chase it for you |
Still nothing after that | Let us know - we'll escalate it |
We're here to make sure you're never left without someone to talk to.