Job Title: CX/CS Operations Manager

Reporting To: Head of Revenue Operations

Location: Bournemouth (Hybrid)

Salary: Competitive

Job Type: Full Time 37.5 hours a week

Our Purpose

Nourish Care provides a digital solution to the health and social care sector which improves the process of recording, analysing, and sharing of information. We seek to enhance and simplify care in equal measures; To harness the power of care management software to improve the lives of people who need care and those who provide it.

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 be 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’re seeking a strategic and results-driven CX/CS Operations Manager to join our Revenue Operations team. This role is ideal for someone passionate about enabling Customer Success through operational excellence and data-driven insights.

You will own the reporting and performance measurement of all CX initiatives, ensuring progress is tracked against agreed KPIs and communicated effectively across the organisation. Acting as a trusted partner to senior leadership, you’ll collaborate to define and prioritise CX initiatives, providing the analytical foundation that drives strategic decisions. 

The role and your responsibilities

 Operational Excellence:

•       Collaborate closely with Customer Success leadership to understand operational needs and pain points, ensuring solutions align with strategic priorities.

•       Design and implement scalable process improvements that enhance efficiency, effectiveness, and customer impact across the CS organisation.

•       Translate business requirements into robust operational frameworks, driving measurable improvements in customer satisfaction and retention.

 Business Partnering:

•       Act as a trusted advisor to senior stakeholders, supporting strategic initiatives and operational projects with data-driven insights.

•       Partner cross-functionally with Sales, Product, and Revenue Operations to ensure a seamless, end-to-end customer experience throughout the lifecycle.

 Data Analysis & Insights:

• Own the reporting and analytics framework for CX/CS initiatives, building dashboards and scorecards to track progress against agreed KPIs.

•       Analyse customer data to identify trends, risks, and opportunities, providing actionable insights that influence leadership decisions.

•       Monitor and optimise key metrics related to customer health, engagement, and outcomes, ensuring visibility at all levels.

 Customer Success Tool Vendor Management:

•       Own vendor relationships and governance for CS platforms, ensuring tools support strategic objectives.

•       Manage and optimise CRM and Customer Success platforms (e.g., HubSpot, Planhat, Gainsight), including workflows, properties, and user permissions.

•       Ensure data integrity and consistency across all CS systems.

 Training & Enablement:

•       Develop and deliver enablement programmes for CS tools and processes, ensuring adoption and best practice across the team.

•       Lead onboarding sessions for new hires, equipping them with the knowledge and tools to succeed.

•       Create and maintain documentation to support ongoing operational excellence and scalability. 

Qualifications and Experience

•       Proven experience in Customer Success Operations, Revenue Operations, or similar roles within a SaaS environment, with a track record of driving operational excellence and influencing strategic decisions.

•       Hands-on expertise in configuring and administering CRM and CS platforms (e.g., HubSpot, Planhat, Gainsight), including governance and optimisation for scalability.

•       Strong understanding of SaaS business models and quote-to-cash processes, with the ability to translate business requirements into operational frameworks.

•       Advanced analytical skills, including experience with BI tools (e.g., Power BI, Tableau), data visualisation, and modelling to support KPI reporting and strategic insights.

•       Exceptional communication and stakeholder engagement skills, comfortable presenting insights and recommendations to senior leadership.

•       Detail-oriented and process-driven, with a passion for continuous improvement and operational efficiency.

It would also be great if you have

•       Experience with automation tools and workflow orchestration (e.g., Zapier, Workato) to streamline operations.

•       Exposure to scaled automation implementations across CS processes.

•       Familiarity with subscription billing platforms (e.g., Stripe, Chargebee) and integration best practices.

•       Experience with enablement platforms or LMS tools to support training and onboarding.

Nourish Benefits:

• 25 days basic annual leave, plus Bank Holidays

• In addition, we offer incremental leave benefit of 1 extra day for each completed year of service, up to a maximum of 5 additional days. This means long standing employees can enjoy up to 30 days of annual leave per year, plus bank holidays.

• Extra paid day off for your birthday

• Paid days off for volunteering opportunities

• Private Medical Insurance

• Pension

• Referral Bonus

• Health and Wellbeing platform including access to 24/7 GP & 24/7 EAP

• Counselling and support

• Variable impact workouts.

• Wellbeing videos including prompts for healthy behaviours

• Wellbeing, care and compassion leave policies

• Cycle to Work Scheme

• Career Development opportunities and regular reviews

• Recognition and Rewards

• Social Events throughout the year

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