Senior Customer Success Manager

at  Nourish Care

ABOUT THE JOB

We are looking for an experienced CSM to manage a portfolio of enterprise accounts on our domiciliary care side of the business, to ensure an amazing customer experience. Working with your accounts throughout their journey to drive long term satisfaction, accelerated net revenue retention and referrals. You will be responsible for owning the overall customer journey, and accountable for Customer Satisfaction and product adoption. You will have strategic conversations at a high level with our customers, running EBRs/QBRs, roadmap session, and taking part in customer events and our customer advisory board meetings. You will work closely with an account manager on your customer accounts, who will be responsible for the growth of our customer base.

REQUIRED EXPERIENCE

• Proven experience in Customer Success or other B2B customer facing roles, working with Enterprise customers (>1000 employees)
• Consistent track record of handling portfolios of 5-30 Enterprise accounts (up to £1 million ARR)
• Ability to recognize and maximise business value
• Comfortable with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• 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

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.

THE ROLE AND YOUR RESPONSIBILITIES

• Manage a portfolio of Enterprise customers
• Collaborating with clients to establish key performance indicators and aiding the customer in achieving their goals and evolving the platform to ensure continued success
• Identify, track, and improve the health status of each of your customers
• Identify and work with an account manager on cross sell and upsell opportunities
• Make sure that customers get maximum value from Nourish and give them insight into this through high-touch engagements
• Networking within the customer organisation to build and maintain relationships at all levels of the customer organisation with a focus on creating executive level, value-based engagement
• Become a Nourish product expert and use this knowledge to effectively guide customers towards their desired outcomes
• Maintain excellent knowledge of customer initiatives, roadmaps, rollout plans and issues
• Be the voice of the customer back into our organisation
• Create account plans and delivering EBR’s