Customer Success Manager

Our Purpose

At Nourish Care Systems we are currently expanding our Revenue team following our accelerated growth. Reporting to the Head of Customer Success the Customer Success Manager will play a crucial role within Nourish Care.

As a current market leader with over 440000 service users receiving support Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording analysing and sharing of information.

As an employer we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution.

About the Job

As a Customer Success Manager at Nourish you will play a pivotal role in ensuring our clients achieve value when using our solution. You will care deeply about our relationships with customers and work collaboratively with them to understand and fulfil their needs. As well as owning renewals for your customers you will be tasked with identifying growth opportunities within your customer base. You will be responsible for a wide range of Home Care customers who use both of our Home Care products. Your goal will be to ensure those customers are using our products in the best way possible and ensure that they are getting value from our solution. To do this you will need to work cross-functionally with different teams and be data driven.

The role and your responsibilities

• Build strong rapport with customers by understanding their business needs. This involves adherence to CSM processes throughout the client journey. There may also be a need to visit client locations
• Keep customer records up to date identify and address customer needs and deal with a wide range of customer conversations
• Oversee the health of your customer accounts and implement strategies to maintain an engaged customer portfolio
• Take responsibility for ensuring our customers achieve value from our product with a view to both retention and helping our customers deliver the best care they can
• Provide excellent service to our customers ensuring strong retention and well managed ongoing relationships
• Become a product expert and stay engaged with new product features

Personal Profile

• A passion for how we care for people in society. This may be from work experience or from experiences in your personal life. What matters is that you feel connected with our goals as a business to make care better
• A process mindset able to design effective ways of working for our team
• The intellect to solve problems and find a way to achieve your goals
• A strong work ethic always able to organise effectively work within a team and take accountability for your own actions and results
• A consultative approach with excellent active listening skills and a willingness to learn

Required experience

• 2 years in a customer facing role ideally Customer Success
• Experience working for a fast-growing business or care experience is desirable
• Experience working at scale (you will be owning 200 customers)
• Have a proactive and collaborative mentality excellent time management skills and ability to handle multiple accounts & assignments simultaneously
• Enjoys working closely with customers to ensure complete satisfaction
• Be a quick learner and work effectively in a constantly evolving scale-up environment
• Willing and able to travel

As an employer we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution.

Nourish Benefits:

• 25 Days paid leave Plus Public holidays
• Additional incremental leave for length of service up to 5 days.
• Private Medical Insurance plus a personal health fund
• Group Life Assurance
• Enhanced Maternity leave
• Pension Contribution
• Employee Assistance Programme
• Birthday Day off
• and many more.....

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check references and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking experience ethnicity age gender faith personalities and styles.
The different skills experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.