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

• 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

• 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 achieve their goals
• Gather customer insights and feedback to help drive product and process improvements
• Ensure that all customers receive the correct level of engagement with Nourish, based on their type of organisation
• Work closely with colleagues performing similar roles to ensure coverage, consistency and a seamless customer journey
• Embrace a team mindset, fostering a positive, supportive working environment, sharing knowledge and contributing to team initiatives
• Negotiate renewals and expanded use of our services, working with the Sales team as appropriate
• Contribute to improving both internal and customer facing processes with a view to improving customer experience
• Build your personal profile and domain knowledge within the sector
• Ensure complete and accurate recording of customer data in our CRM system
• Work cross functionally with sales, product and support teams to deliver an outstanding customer experience

Requirements

Experience: 1 to 3 years in a customer facing role (Customer Success, Customer Support, Service Desk, Inside Sales/SDR) in a high volume environment, ideally for a fast growing business. Proven ability to meet SLAs and operate within structured queues, with experience using CRM or ticketing tools and basic data literacy, reading dashboards and spotting trends.

Skills & Approach: Strong multi channel communication (email, chat, phone/video) with clear written records in tickets and CRM notes. Demonstrable team collaboration, a proactive and collaborative mentality, and excellent time management with the ability to handle multiple accounts and assignments at once.

Mindset: A process mindset, able to design effective ways of working for the team. Comfortable with change and confident working in a fast paced setting. Remains curious, asks questions and seeks the best outcomes. Has the intellect to solve problems and find a way to achieve goals. A strong work ethic, always able to organise effectively, work within a team and take accountability for their own actions and results. A consultative approach, with excellent active listening skills, a humble style and a willingness to learn.

Sector Interest: A passion for how we care for people in society, whether from work experience or personal life. What matters is feeling connected to Nourish's goal of making care better. A quick learner, able to work effectively in a constantly evolving scale up environment, and willing and able to travel.

Nourish Benefits

• Annual Leave: 25 days basic + Public Holidays + an extra day for your Birthday.
• Service Related Leave: 1 extra day for each completed year of service (up to 5 additional days).
• Health & Wellbeing: Private Medical Insurance (including a personal health fund), Health & Wellbeing platform with 24/7 GP access, and an Employee Assistance Programme (EAP).
• Family & Security: Enhanced Maternity Leave, Group Life Assurance, and Pension Contribution.
• Growth & Connection: Regular career reviews, Referral Bonus schemes, and social events throughout the year.

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check, references, and receipt of 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.

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