Customer Success Operations and Transformation Manager

We’re hiring a Customer Success Operations and Transformation Manager to take ownership of how we define, measure and operationalise customer health at Nourish.

This is a hands-on transformation role for someone who can design and implement a data-led model that replaces subjective views of customer relationships with clear, measurable signals. You will enable the business to move from fragmented, reactive insight to a consistent, scalable and trusted approach to managing customers.

Today, customer insight exists but is not consistently defined or operationalised. Customer health is interpreted differently across teams and too much relies on individual judgement rather than systems and data.

You will change that.

You will bring together signals such as product usage, engagement, NPS, support metrics, debt, pipeline and expansion opportunities to define what “good” looks like for customer health. You will then embed this into systems, workflows and day-to-day operations so it becomes how the Customer Success function runs.

This is not a customer support role. It is a build and implementation role for someone who has worked in a scaling SaaS environment and has set up the systems, processes and automations that enable Customer Success teams to perform at scale.

The role & responsibilities

Operational Excellence

• Define and implement a clear, data-led customer health model, bringing together signals such as usage, engagement, NPS, support metrics, debt and commercial opportunity

• Own CX and CS KPI strategy, ensuring metrics are meaningful, aligned and drive the right behaviours

• Design and build reporting frameworks and dashboards that are trusted and actively used by leadership

• Configure and optimise systems and workflows across CRM, Customer Success platforms and automation tools

• Implement automations and processes that reduce manual work and improve consistency across the customer lifecycle

• Enable segmentation strategies so customers are managed with the right level of attention at the right time

Business Partnering

• Partner closely with Customer Success leadership to improve visibility of risk, retention and expansion opportunities

• Act as a trusted partner to senior stakeholders, bringing structure to ambiguous problems and aligning teams on how customer performance is measured

• Work cross-functionally to ensure customer insight reflects the full lifecycle, including product, support and commercial signals

Data Analysis & Insights

• Translate complex data into clear, actionable insight that drives better decisions and outcomes

• Establish a single, trusted view of customer performance, risk and opportunity

• Improve visibility into churn risk, expansion potential and customer engagement

• Reduce reliance on subjective judgement and manual reporting through better data and systems

Customer Success Systems & Governance

• Improve data quality, governance and system reliability to build confidence across the business

• Ensure tools and platforms are configured to support scalable, proactive Customer Success operations

• Embed health scoring, reporting and segmentation into systems and workflows

Training & Enablement

• Support adoption of new frameworks, tools and processes across Customer Success

• Enable teams to operate more proactively through better visibility and understanding of customer health

• Create clarity and consistency in how data and systems are used across the function

Qualifications and experience

• Experience in a SaaS or technology business, supporting a scaling Customer Success function is required.

• Proven experience defining and implementing customer health models and KPI frameworks

• Hands-on experience configuring systems and workflows (e.g. Salesforce, Gainsight, HubSpot or similar)

• Experience building automations (e.g. Zapier, Workato or equivalent) to improve operational efficiency

• Strong analytical capability, with the ability to combine multiple data signals into meaningful insight

• A track record of improving processes and implementing scalable solutions, not just reporting on them

• Strong stakeholder management skills, with the ability to gather requirements and bring people with you

• A delivery mindset, someone who executes and implements, not just designs.

• Someone who has implemented customer success transformation within a scaling SaaS technology business.