Customer Success Operations and Transformation Manager

Job Title:

Customer Success Operations and Transformation Manager

Reporting To:
Head of Revenue Operations

Location:

Remote/Hybrid to Bournemouth

Job Type: Full Time 37.5 hours a week

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.

We’re hiring a Customer Success Operations and Transformation Manager to take ownership of how we define, measure and ope rationalise 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 ope rationalised. 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.

• Define and implement a clear, data‑led customer health model, bringing together signals such as usage, engagement, NPS, support metrics, debt and commercial opportunity
• Own CX and CS KPI strategy, ensuring metrics are meaningful, aligned and drive the right behaviours
• Design and build reporting frameworks and dashboards that are trusted and actively used by leadership
• Configure and optimise systems and workflows across CRM, Customer Success platforms and automation tools
• Implement automations and processes that reduce manual work and improve consistency across the customer lifecycle
• Enable segmentation strategies so customers are managed with the right level of attention at the right time

• Partner closely with Customer Success leadership to improve visibility of risk, retention and expansion opportunities
• Act as a trusted partner to senior stakeholders, bringing structure to ambiguous problems and aligning teams on how customer performance is measured
• Work cross‑functionally to ensure customer insight reflects the full lifecycle, including product, support and commercial signals

• Translate complex data into clear, actionable insight that drives better decisions and outcomes
• Establish a single, trusted view of customer performance, risk and opportunity
• Improve visibility into churn risk, expansion potential and customer engagement
• Reduce reliance on subjective judgement and manual reporting through better data and systems

• Improve data quality, governance and system reliability to build confidence across the business
• Ensure tools and platforms are configured to support scalable, proactive Customer Success operations
• Embed health scoring, reporting and segmentation into systems and workflows

• Support adoption of new frameworks, tools and processes across Customer Success
• Enable teams to operate more proactively through better visibility and understanding of customer health
• Create clarity and…