Customer Success AI Systems & Operations Specialist

Customer Success AI Systems & Operations Specialist

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Description

At Bright, we create cutting-edge software for accounting, payroll, tax, and practice management, supported by a team of talented individuals who are passionate about making a difference. Together, we lead the industry with innovative solutions and unparalleled customer support.

Department: Customer Success
Employment Type: Full Time
Location: Warwick
Compensation: £35,000 - £40,000 / year

We’re all about creating opportunities for businesses to succeed—and for you to shine. Join us, and be part of a supportive, collaborative team that values your voice and contributions.

Why join us?

We believe in empowering people to grow professionally while maintaining balance in their lives. At Bright, you’ll work in a dynamic, inclusive environment that supports your personal and career aspirations.

The Opportunity

We are looking for a Customer Success AI Systems & Operations Specialist to join our Customer Success team and lead the development and deployment of agentic AI agents to improve operational efficiency and customer outcomes. This role involves working closely with Customer Success leadership and the wider team to architect, implement, and optimise AI-driven solutions that augment and automate key customer success workflows.

You will also be responsible for further evolving our existing toolkit with platforms like Churn Zero using intelligent automation and AI capabilities.

Key Responsibilities

• Design, build, and deploy agentic AI agents to assist Customer Success activities including onboarding, adoption, renewal, risk mitigation, and expansion.
• Collaborate with Customer Success Managers and leadership to identify processes and workflows suitable for AI augmentation and automation, driving incremental efficiencies.
• Lead the configuration, integration, and optimisation of Churn Zero and other customer success platforms to incorporate AI-driven features and advanced analytics.
• Develop strategies for continuous learning and improvement of AI agents to increase their effectiveness and alignment with customer success goals.
• Analyse data insights from AI agents and existing tools to proactively identify churn risks, upsell opportunities, and customer health signals.
• Partner and collaborate closely with wider teams across Bright—such as Product, Sales, Marketing, and Support—to align AI initiatives and drive cohesive business impact.
• Train and empower the Customer Success team to effectively leverage AI agents alongside traditional tools to maximise customer engagement and satisfaction.
• Drive operational improvements within the Customer Success function through process optimisation, automation, and reporting.
• Stay updated with emerging trends in AI, machine learning, and customer success technologies to keep our systems at the forefront of innovation.

Skills, Knowledge and Expertise

• 2+ years of experience working with AI or automation technology, ideally with a focus on agentic AI or intelligent agents in a SaaS environment.
• Strong understanding of Customer Success workflows and SaaS subscription business models, preferably within accounting or payroll software sectors.
• Experience with customer success platforms such as Churn Zero, including configuration and workflow automation.
• Ability to bridge technical AI concepts with practical operational improvements and customer success objectives.
• Proficient in data analysis, metrics evaluation, and deriving actionable insights to inform AI agent behaviour and team strategy.
• Excellent communication and collaboration skills with experience working cross-functionally.
• Self-driven, innovative, and comfortable working in a fast-paced, evolving environment.

Benefits

• Performance Based Bonus
• Company pension
• Life Insurance
• Health Insurance
• Referral Programme
• Free onsite food
• Cycle to work scheme
• On-site parking
• Work from home
• Company events