About you
You enjoy helping customers get value from software quickly and creating experiences that build confidence from day one. You have experience designing onboarding, adoption or customer lifecycle programmes, and you're comfortable using data, customer insights and AI-powered tools to improve engagement and outcomes. You build strong relationships across teams, communicate clearly, and enjoy turning complex products into simple, helpful customer experiences.
Day-to-day, you will:
•Design and manage onboarding journeys that help customers get started quickly and build confidence in the first 90 days.
•Create adoption campaigns that encourage customers to explore and activate AI capabilities, using clear and practical messaging.
•Partner with Customer Success Managers (CSMs), Technical Success Managers (TSMs), Product and Marketing Operations teams to deliver a joined-up customer experience.
•Track performance, share insights and use AI-powered tools to improve onboarding, adoption and customer engagement over time.
Your skills and experiences might also include:
•Experience using customer health score data to shape marketing programmes and customer engagement strategies.
•Familiarity with product adoption frameworks, user activation concepts or customer success approaches.
•Understanding of Net Promoter Score (NPS) and transactional Net Promoter Score (tNPS), and how customer feedback can help improve experiences.
•Experience with hospitality technology, software as a service (SaaS), or AI-powered marketing and customer engagement tools.
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 two charity days allocated to support a cause that matters to you.
What are we all about?
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.
With over 9,300 talented individuals driving innovation and customer excellence, we're shaping the future of work.
