Customer Success Manager

Role Purpose

The Customer Success Manager is responsible for managing and growing a portfolio of customers, ensuring they achieve value from Nurtur’s products and services while driving retention, adoption and customer growth.

The Role Focuses On

• Customer retention
• Customer engagement
• Product adoption
• Proactive relationship management
• Identifying growth opportunities
• Reducing churn risk

Key Responsibilities

• Build strong customer relationships across a portfolio of accounts.
• Drive product adoption and customer engagement.
• Identify and manage churn risks proactively.
• Deliver value-led customer reviews and regular engagement.
• Support customer renewals and retention activity.
• Identify upsell and cross-sell opportunities.
• Capture customer feedback and competitor insight.
• Work collaboratively with Onboarding, Key Accounts, Support and Development teams.
• Maintain accurate CRM records and customer updates.

Essential Skills & Experience

• Experience in Customer Success, Account Management or customer-facing roles.
• Strong communication and relationship-building skills.
• Commercial awareness and customer-focused mindset.
• Organised with strong problem-solving ability.
• Experience managing multiple priorities and customers.

Desirable Skills

• SaaS, marketing or technology experience.
• Estate Agency or Property sector experience.
• Experience with CRM systems and customer lifecycle management.

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