Job Title: Customer Success Operations Manager
Reporting To: Head of Revenue Operations
Location: Remote/Hybrid to Bournemouth
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 hiring a Customer Success Operations Manager to take ownership of how we define, measure and operationalise customer health at Nourish.
This is a hands-on transformation role for someone who can design and implement a data-led model that replaces subjective views of customer relationships with clear, measurable signals. You will enable the business to move from fragmented, reactive insight to a consistent, scalable and trusted approach to managing customers.
Today, customer insight exists but is not consistently defined or operationalised. Customer health is interpreted differently across teams and too much relies on individual judgement rather than systems and data.
You will bring together signals such as product usage, engagement, NPS, support metrics, debt, pipeline and expansion opportunities to define what “good” looks like for customer health. You will then embed this into systems, workflows and day-to-day operations so it becomes how the Customer Success function runs.
This is not a customer support role. It is a build and implementation role for someone who has worked in a scaling SaaS environment and has set up the systems, processes and automations that enable Customer Success teams to perform at scale.
The role & responsibilities
Define and implement a clear, data-led customer health model, bringing together signals such as usage, engagement, NPS, support metrics, debt and commercial opportunity
Customer Success Systems & Governance
Qualifications and experience
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
