Customer Success Manager

Nurturis 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 innovationwithin 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 looking for a Customer Success Manager to drive customer outcomes across our client base, ensuring customers achieve maximum value from our platform.

This role is responsible for managing the end-to-end customer lifecycle, from onboarding through to renewal and expansion. You will act as a trusted advisor to customers, building strong relationships, driving adoption, and proactively identifying opportunities to improve retention and growth.

You will work closely with internal teams including Sales, Product, Support, and Engineering to deliver a seamless and customer-centric experience.

Customer Lifecycle Management

• Own and manage a portfolio of customers across onboarding, adoption, value realisation, and renewal
• Ensure successful onboarding and time-to-value for new customers
• Develop and execute customer success plans aligned to customer goals
• Drive product adoption and usage across key features
• Ensure customers are achieving measurable outcomes and ROI
• Deliver regular check-ins and business reviews (e.g. QBRs)

Relationship Management

• Build strong relationships with key stakeholders and decision-makers
• Act as the primary point of contact for strategic customers
• Understand customer objectives and align solutions accordingly
• Monitor customer health and identify risks early
• Proactively manage churn risk and implement recovery plans
• Ensure high levels of customer satisfaction and engagement

Growth & Expansion

• Identify opportunities for upsell and cross-sell
• Partner with Sales / Account Management to drive expansion
• Support renewal processes and contract discussions

Cross-Functional Collaboration

• Work closely with Product and Engineering to provide customer feedback
• Partner with Support to resolve issues efficiently
• Collaborate with Sales to ensure smooth handovers and alignment

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