Customer Success Team Lead
Location: Bridgwater/Bournemouth/Remote/Hybrid
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 are seeking an experienced and proactive Customer Success Team Lead to oversee a broad and diverse portfolio of customers while leading a team that delivers exceptional engagement, onboarding, and retention outcomes. You will thrive in a high volume environment, ensuring your team is equipped to deliver timely, high quality customer interactions.
This role will own the experience for our long‑tail / SMB customer segment, ensuring customers achieve value from our platform through proactive digital engagement, automation, and data‑driven interventions, rather than traditional high‑touch account management.
You will combine customer success leadership, operational design, and emerging AI capabilities to build scalable programs that deliver impact to hundreds or thousands of customers simultaneously.
The ideal candidate is passionate about designing systems rather than managing individual accounts, and enjoys using technology, automation, and insight to drive customer outcomes at scale.
Role And Your Responsibilities
* Lead, coach, and support a Customer Success team operating across a large and varied customer pool, ensuring consistent delivery of excellent customer experiences.
* Oversee customer engagement, adoption and renewal readiness to ensure customers achieve long term value from Nourish.
* Build and optimise automated customer journeys across onboarding, adoption, value realisation, and renewal.
* Define how we support smaller customers through efficient, scalable engagement models rather than traditional account management.
* Develop self‑service education resources including: webinars, knowledge‑base content, playbooks, video tutorials.
* Ensure customers can easily access guidance, support, and best practices through digital and self‑service channels.
* Use CRM and customer success platforms to trigger proactive outreach, alerts, and campaigns.
* Monitor product usage, customer health signals, and engagement metrics to identify customers at risk or opportunities to drive adoption.
* Identify opportunities to use AI to enhance customer engagement and internal efficiency.
* Allocate workloads and manage resourcing effectively to support a high volume queue of customer interactions, ensuring responsiveness and quality.
* Develop and maintain customer success KPIs that support retention, account health, product adoption and customer satisfaction.
* Use data and trend analysis to identify risks, inform interventions, and continuously improve the customer journey.
* Act as an escalation point for complex or high‑impact customer issues, supporting timely resolution and clear communication.
* Collaborate cross‑functionally with Product, Support, Partnerships and Sales, ensuring customer insight informs product development and operational improvements.
Required Experience
* Proven experience leading a Customer Success function or team within a high‑volume SaaS, digital care, or operationally complex environment.
* Experience managing a large or pooled customer portfolio, ideally within tech or the care sector.
* Strong understanding of customer lifecycle processes including onboarding, engagement, adoption and retention.
* Demonstrated experience coaching and developing team members.
* Data‑driven approach with the ability to interpret trends and inform decision making.
* Experience managing a large portfolio of customers through scalable models.
* Strong analytical mindset with experience using customer data and product usage signals.
* Experience working with CRM or Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.).
* Ability to design structured processes, playbooks, and automated workflows.
Benefits
* 25 days basic annual leave, plus Bank Holidays.
* Incremental leave benefit of 1 extra day for each completed year of service, up to a maximum of 5 additional days (up to 30 days total 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.
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.
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