Overview
Nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovation within the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.
Our Vision is to Nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.
We are seeking a strategic and commercially driven Head of Customer Success to lead our Customer Success function and ensure our clients achieve maximum value from their partnership with Nurtur.
This role is responsible for driving customer retention, expansion, engagement, and customer-centric culture, ensuring we build long-term relationships that deliver measurable outcomes for both our clients and our business.
The Head of Customer Success will lead the Customer Success team, define best-practice customer lifecycle management, and work cross-functionally to ensure Nurtur consistently delivers outstanding customer experience.
Key Responsibilities
* Customer Retention & Growth
o Own and deliver the company’s customer retention strategy, ensuring high renewal rates across all accounts
o Identify and drive expansion opportunities, including upsell, cross-sell, and service growth
o Build strong executive relationships with key customers to support long-term partnerships
o Monitor account health, risk, and engagement to proactively prevent churn
* Customer Engagement & Value Delivery
o Define and implement a best-in-class customer lifecycle framework
o Ensure customers realise clear, measurable value from Nurtur’s products and services
o Lead regular business reviews, success plans, and engagement strategies
o Champion the use of data and insight to improve customer outcomes
* Customer-Centric Culture
o Embed customer-centric thinking across the organisation
o Act as the voice of the customer internally
o Partner with Product, Sales, Marketing, and Delivery to improve customer experience
o Ensure feedback loops drive continuous improvement
* Team Leadership
o Lead, mentor, and develop the Customer Success team
o Set clear KPIs aligned to retention, growth, and engagement
o Create a high-performance, collaborative, and customer-focused culture
o Support career development and capability building within the team
* Commercial & Strategic Contribution
o Contribute to overall commercial strategy
o Support sales with key renewals and strategic opportunities
o Provide forecasting and reporting on retention, churn, and expansion
o Identify trends and opportunities to improve customer lifetime value
Personal Attributes
* Customer-obsessed mindset
* Commercially aware and results-driven
* Collaborative and influential
* Strategic but hands-on
* Strong communicator at all levels
* Passionate about building long-term relationships
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