Customer Success Manager - Scale Team

Customer Success Manager –

Scale Team

Location: Bournemouth (Hybrid)

Job Type: Full Time 37.5 hours a week

Our Purpose: A Better Life for Everyone

Nourish is not simply a technology company; we are a digital partner for the social and health care sector rooted in human connections, with the person being supported at its core. We offer a range of co produced software solutions tailored to the unique challenges of care, while still being flexible enough to meet the specific needs of each individual service we work with.

We are at an exciting stage of growth. While we are the market leader, we remain ambitious and dedicated to our mission. We continue to revolutionise the sector by investing in our platform and our incredible employees who make this impact possible.

Our Ecosystem

At Nourish, you will contribute to a sophisticated ecosystem that includes:

• Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals

• The Nourish Partnership Programme (NPP): A sector leading programme that manages strategic integrations with third party systems to ensure seamless data syncing and interoperability across the care journey.

Our Culture & Values

We look for people who align with the way we work. If you join us, you are joining a culture defined by:

• Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support

• Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.

• Collective Effort: We help each other out because we know that when one person wins, we all win. It's "all hands on deck", everyone is in it together.

• Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.

• Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.

The Team & Role

As a Customer Success Manager at Nourish, you will play a pivotal role in ensuring our customers achieve value from our solutions. You will care deeply about our relationships with customers, working collaboratively with them to understand and fulfil their needs. You will support a pooled portfolio of customers alongside a team of like minded people, delivering fast, high quality interactions that meet SLAs and drive exceptional customer satisfaction.

This role suits someone who thrives in a dynamic environment, enjoys working closely with peers in a shared workflow, and is always ready to jump in and support the team. As well as opportunities for renewals, you will identify growth opportunities, helping customers use Nourish in the best way possible and get real value from our solution. To do this, you will work cross functionally with different teams and stay data driven throughout.

Key Responsibilities

• Manage customer requests from a pooled queue whilst meeting or exceeding SLAs for response, resolution and follow up

• Maintain a high standard of customer experience with every interaction

• Support customers in adopting products or services effectively to achie