Customer Success Manager

Nourish Care; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare technology company in the United Kingdom is seeking a Customer Success Manager to enhance client relationships and ensure successful adoption of their solutions. You will manage renewals and identify growth opportunities with over 200 customers. Candidates should possess customer-facing experience, strong problem-solving skills, and a collaborative mindset. This role offers comprehensive benefits including paid leave and private medical insurance.

Benefits

25 Days paid leave + Public holidays

Private medical insurance

Employee referral scheme

Pension contribution

Enhanced maternity leave

Qualifications

• Proven experience in a customer-facing role – ideally Customer Success.
• Ability to handle multiple accounts and assignments simultaneously.
• Strong work ethic and accountability.

Responsibilities

• Ensure customers receive the correct level of engagement.
• Negotiate renewals and expanded use of services.
• Work cross-functionally with teams for outstanding customer experience.

Skills

Customer-facing experience

Problem-solving

Consultative approach

Time management

Job description

Our Purpose

At Nourish Care Systems we are currently expanding our Revenue team following our accelerated growth. Reporting to the Head of Customer Success, the Customer Success Manager will play a crucial role within Nourish Care.

As a current market leader, with over 44,000 service users receiving support, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.

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.

About the Job

As a Customer Success Manager at Nourish, you will play a pivotal role in ensuring our clients achieve value when using our solution. You will care deeply about our relationships with customers and work collaboratively with them to understand and fulfil their needs. As well as owning renewals for your customers, you will be tasked with identifying growth opportunities within your customer base. You will be responsible for a book of smaller, independent homes who use Nourish. Your ultimate goal will be to ensure those customers are using Nourish in the best way possible, and they are getting value from our solution. To do this, you will need to work cross-functionally with different teams, and be data driven.

The role and your responsibilities

• Ensure that all customers are receiving the correct level of engagement with Nourish, based on their type of Organisation
• Negotiate renewals and expanded use of our services, working with the Sales Team as appropriate
• Deliver strategic level reviews
• 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. Clinical experience desirable
• A process mindset, able to design effective ways of working for our team
• 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

• Proven experience in a customer facing role – ideally Customer Success
• Ideally experience working for a fast growing business
• Experience working in Customer Success at scale (you will be owning 200+ customers)
• 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

Nourish Benefits

• 25 Days paid leave + Public holidays
• Additional annual leave for length of service and birthday day off
• Private medical insurance including a personal health plan
• Employee referral scheme
• Group life assurance
• Enhanced maternity leave
• Pension contribution
• Employee assistance programme
• 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.