Senior Customer Success Manager

Nourish Care; Bridgwater; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Nourish Care is seeking a Senior Customer Success Manager to enhance customer relationships within the domiciliary care sector. The role involves managing customer satisfaction, ensuring effective communication, and leading a team to deliver exceptional service. With a strong focus on maintaining customer engagement and addressing needs, this position is crucial for our continued growth and success.

Benefits

25 Days paid leave, Plus Public holidays

Private Medical Insurance

Group Life Assurance

Dental Cover

Optical Cover

Enhanced Maternity leave

Pension Contribution

Employee Assistance Programme

Birthday Day off

Qualifications

• Proven experience in Customer Success or B2B roles.
• Experience in the Domiciliary Care sector is an advantage.
• Ability to manage multiple accounts effectively.

Responsibilities

• Build strong rapport with customers and manage their needs.
• Oversee customer account health and implement engagement strategies.
• Guide the team on customer processes and product updates.

Skills

Customer Success

B2B Customer Facing

Multitasking

Time Management

Proactive Team Player

User Adoption

Job description

Job Title: Senior Customer Success Manager

Reporting To: Head of Customer Success

Location: Hybrid - with travel to Bridgwater at least once a week

Salary: Competitive Commission

Job Type: Full Time 37.5 hours a week

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 an experienced Senior CSM to join our domiciliary care side of the business.Your primary focus will be on fostering strong relationships with our customers. By understanding their unique business needs, you will ensure their satisfaction and success throughout their journey with us. Your role will involve maintaining up-to-date customer records, addressing their needs promptly, and efficiently managing any complaints or cancellations. Additionally, you will be responsible for monitoring the health of customer accounts and implementing strategies to keep our customer portfolio engaged and thriving. You will have some responsibility for the day to day running of the team alongside the Head of CS.

The role and your responsibilities

• Build strong rapport with customers by understanding their business needs. This involves adherence to CSM processes throughout the client journey. There may also be a need to visit client locations
• Keep customer records up to date, identify and address customer needs, and handle complaints and cancellations efficiently as a point of escalation for the team
• Oversee the health of your customer accounts and implement strategies to maintain an engaged customer portfolio
• Provide excellent service to our customers, ensuring strong retention and well managed ongoing relationships
• Become a product expert and implement strategies to enable yourself and the team quickly on new products and processes
• Stay engaged with new product features and communicate any necessary updates to the wider team
• Provide guidance to the wider team on managing customer enquiries and processes and work closely with the head of CS to implement our overall digital strategy

Required experience

• Proven experience in Customer Success or other B2B customer facing roles
• Consistent track record of handling portfolios in a “one to many” environment
• Ability to multitask and prioritise both customer and team enquiries
• Experience in the Domiciliary Care sector an advantage
• Ability to recognize and maximise business value
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• Unafraid to roll-up sleeves, get it done and "lead from the front”
• Exceptional drive for developing new operational processes and projects and ability to fulfil operational roles
• 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, Plus Public holidays
• Additional incremental leave for length of service up to 5 days.
• 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.