Customer Success Manager
Nourish CareOur 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 44,000 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 receive the highest level of service and 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. You will manage a diverse portfolio of customers. Your responsibility will be to ensure your customers are using Nourish products in the best way possible, to do this, you will need to work cross-functionally with a variety of teams to ensure customer success from onboarding and throughout their journey with you and Nourish.
The role and your responsibilities
Ensure that all customers are receiving the correct level of engagement with Nourish, based on their type of Organisation and preferences, developing strong ongoing relationships that are managed according to company process.
Build and maintain strong, trusted relationships with a portfolio of customers.
Develop a deep understanding of each customer’s goals, challenges, and operational priorities.
Act as the primary point of contact for customer engagement and strategic-level conversations as well as day to day queries
Lead regular customer reviews focused on outcomes, adoption, and value realisation.
Passion and drive for Customer Success as a career
Drive product adoption and customer engagement across your portfolio.
Identify risks proactively and work cross-functionally to resolve issues before they escalate.
Support customers through key milestones including optimisation, and renewal readiness.
Shift conversations from features to solving customer problems and delivering measurable impact.
Partner closely with Account Management, Support, Product, and Professional Services teams to advocate for customers.
Provide customer feedback and insight to help shape product development and customer strategy.
Contribute to the continuous improvement of Customer Success processes, playbooks, and reporting.
Support retention, routine upsell and renewal activities across your customer portfolio.
Identify opportunities for growth, expansion, and increased product adoption.
Experience:
Experience in Customer Success, Account Management, or a customer-facing SaaS role.
Strong relationship-building and stakeholder management skills.
Excellent communication and presentation abilities.
Ability to manage multiple customers and priorities effectively.
Proactive problem-solving mindset with strong organisational skills.
Comfortable using data and insights to drive customer conversations and outcomes.
Experience managing renewals, retention, or commercial conversations.
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. Clinical experience desirable
The ability 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 work
A consultative approach, with excellent active listening skills, a humble style and a willingness to learn
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 + Public holidays
Private Medical Insurance
Group Life Assurance
Dental Cover
Optical Cover
Enhanced Maternity leave
Pension Contribution
Employee Assistance Programme
Birthday Day off
and many more.....