Job Title: Customer Success Manager

Reporting To: George Shepherd

Location: Bridgwater (Hybrid at least once a week)

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 are currently looking for a proactive, collaborative and customer first person to join our team. As a Customer Success Manager at Nourish, you will play a pivotal role in ensuring our customers achieve value when using our solutions.  You will care deeply about our relationships with customers and work collaboratively with them to understand and fulfil their needs.
In this role, you’ll support a pooled portfolio of customers, shared with a team of likeminded people.

You’ll be responsible for delivering fast, high quality customer interactions that meet SLAs and drive exceptional customer satisfaction. This role is ideal for 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 be tasked with identifying growth opportunities. Your goal will be to ensure customers are using Nourish in the best way possible, and getting value from our solution. To do this, you will need to be data driven and work cross functionally with different teams.

The role and your 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 are receiving 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 

·        Deliver targeted reviews to a subset of customers 

·        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, support teams to deliver an outstanding customer experience 

Personal Profile

·        A passion for how we care for people in society. This may be from work experience or from experiences in your personal life. What matters is that you feel connected with our goals as a business to make care better.

·        A process mindset, able to design effective ways of working for our team  

·        Comfortable with change and confident working in a fast paced setting.

·        Remain curious ask questions and seek the best outcomes

·        The intellect to solve problems and find a way to achieve your goals  

·    A strong work ethic, always able to organise effectively, work within a team and take accountability for your own actions and results  

·   A consultative approach, with excellent active listening skills, a humble style and a willingness to learn 

Required experience

·    1–3 years in a customer facing role (Customer Success, Customer Support, Service Desk, Inside Sales/SDR) in a high volume environment.

·        Experience working at pace for a fast-growing business

·        Proven ability to meet SLAs and operate within structured queues

·        Strong multi‑channel communication (email, chat, phone/video) with clear written records (ticket/CRM notes).

·        Experience using CRM/ticketing tools and basic data literacy: reading dashboards and spotting trends

·        Demonstrable team collaboration

·        Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously

·        Enjoys working closely with customers to ensure complete satisfaction

·        Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment

·        Willing and able to travel 

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 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