Head of Customer Success - Homecare

Nourish Care; Bridgwater; Hybrid; GBP 40,000 - 80,000

Job description

Want to know what it means to care better? Then working with us is a great choice.

Join us at Nourish and experience a workplace where care, impact, and fun all come together.

Job Title: Head of Customer Success - Homecare

Reporting To: Director of Customer Success

Location: Bridgwater/ Hybrid Working

Salary: Competitive

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 continue to revolutionise the care sector, and our incredible employees are what make this possible.

About The Job

We are looking for a Head of Customer Success to join the Homecare team and head up a team of 8 Account Managers / Customer Success Managers. You will be responsible for setting the strategic direction of the team and working with the Director of Customer Success to ensure KPIs and targets are being hit.

The Role And Your Responsibilities

1. Leading, hiring and developing a team of Customer Success Managers
2. Be a product expert and escalation point to resolve any customer issues
3. Use data and systems to analyse and measure key performance metrics
4. Track and forecast KPI’s
5. Drive team behaviour using KPIs and data
6. Deeply understand our customers to drive value realisation
7. Mentor more junior Customer Success Managers
8. Develop measurable, repeatable best practices and strategies
9. Stimulate revenue growth by identifying upselling or cross selling opportunities
10. Engage and provide customer feedback to the product roadmap
11. Define and use reports to manage the business
12. Be responsible for day-to-day management of the team
13. Ensure team enablement and ongoing training

Requirement

1. 5+ years managing an Account Manager / Customer Success team
2. Experience implementing digital strategies for customer success at scale
3. Interest/experience in the home care sector a huge advantage
4. A team player with a strong ability to coach

Nourish Benefits

1. 25 Days paid leave, Plus Public holidays
2. Additional incremental leave for length of service up to 5 days.
3. Private Medical Insurance
4. Group Life Assurance
5. Dental Cover
6. Optical Cover
7. Employee Referral Bonus Scheme
8. Enhanced Maternity leave
9. Pension Contribution
10. Employee Assistance Programme
11. Birthday Day off
12. 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.