Automation Programme Manager

[Customer Success Automation & AI Program Manager] 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, expecting you to collaborate and connect in one of our thriving offices on average three days per week. 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. You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more. About you: We’re looking for a strategic and customer-obsessed Automation & AI Program Manager to lead initiatives that drive efficiency, personalisation, and scale across our customer success journey. In this role, you’ll support the implementation, and optimisation of, automation and AI-driven programs that promote self-service, enhance customer engagement, streamline internal workflows, and ensure consistent, high-quality experiences across the customer lifecycle. Day-to-day, you will: • AI & Automation Strategy & Roadmap: Develop and manage the roadmap for AI and automation initiatives in Customer Success, ensuring alignment with business goals and customer needs. Oversee the portfolio of related projects, holding teams accountable for deadlines and outcomes. • Customer Journey & Self-Service Optimization: Identify friction points in the customer journey and design AI-driven solutions (e.g., self-service, onboarding, health monitoring) to improve outcomes, enabling zero-touch onboarding and proactive support mechanisms. • Cross-Functional Collaboration & Tooling: Partner with teams (Product, Engineering, Sales, Marketing) to select and implement AI tools (e.g., bots, health scoring models) that enhance customer engagement and unify the experience across touchpoints. • Change Management & Data Insights: Lead the implementation of new programs with proper training and documentation. Utilize AI-powered analytics to monitor key success metrics (e.g., NPS, Containment) and continuously refine automation strategies based on customer feedback and sentiment analysis. Your skills and experiences might also include: • 5 years of experience in Customer Success, Program Management, or Operations, ideally within a SaaS or tech company, with proven expertise in driving automation or AI-led programs focused on customer experience. • Strong understanding of customer success processes and tools (e.g., Intercom, Gainsight, Totango, HubSpot, Salesforce) and hands-on experience with AI and automation tools (e.g., Zapier, Drift, ChatGPT, RPA platforms). • Strong analytical skills and experience using data to inform decision-making, alongside excellent communication, stakeholder management, and the ability to influence without authority. • Preferred: Experience with customer journey mapping, process reengineering, and a background in change management or agile methodologies. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. 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. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.