Our Purpose

At Nourish Care Systems we are expanding our Customer Success Team following our accelerated growth. Are you a passionate person with a desire to work for a company that is having a real impact on people’s lives?

As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector, we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector, and our incredible employees are what make this possible.

About the Job

We are looking for a Head of Customer Success to join the Homecare team and head up a team of 8 Account Managers / Customer Success Managers. You will be responsible for setting the strategic direction of the team and working with the Director of Customer Success to ensure KPIs and targets are being hit. This team primarily owns a large number of smaller customers, so ideally you will have experience with both large enterprise CS, but also creating digital CS journeys for CS at scale.

The role and your responsibilities

• Leading, hiring and developing a team of Customer Success Managers
• Be a product expert and escalation point to resolve any customer issues
• Use data and systems to analyse and measure key performance metrics to ensure that the strategy and direction is increasing adoption/consumption.
• Track and forecast and drive KPI’s
• Drive team behaviour using KPIs and data to inform what areas need focusing on
• Deeply understand our customers to drive value realisation and ensure customer business outcomes are met consistently.
• Mentor more junior Customer Success Managers on the product, sector, but also how to manage customer relationships
• Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems and processes to drive consistency, repeatability and scale.
• Upselling and Expansion: Stimulate revenue growth by identifying upselling or cross selling opportunities within existing client accounts. Formulate strategies and collaborate with sales and marketing teams to capitalise on these prospects.
• Product & Engineering: Engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements.
• Reporting: Define and use reports to understand and manage the business.
• Be responsible for day-to-day management of the team – this includes weekly 1-1s, but also running of any team meetings
• Ensure team enablement and ongoing training

Requirement

• 5+ years managing an Account Manager / Customer Success team a must
• Experience implementing digital strategies for customer success at scale (each account manager owns between 150 and 350 customers)
• Interest/experience in the home care sector a huge advantage
• A team player with a strong ability to coach

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.....

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.