Customer Success Manager | B2B2C Start-up (Edinburgh) Full Time NEW

About Nuuri

We’re building the Rightmove for nurseries. Nuuri is a B2B2C platform that helps parents find, connect with, and enrol in nurseries – digitally, efficiently, and without the usual chaos. We work with some of the UK’s largest nursery groups centralising enquiries, tour bookings and waiting lists into a single workflow, reducing inbound admin while improving enquiry quality and conversion. We were recognised in the Startups100 2026 list by Sage and are shortlisted for Digital Startup of the Year 2026 by the UK Startup Awards – and we’re just getting started.

The Role

We’re looking for a hands-on Customer Success Manager to own the nursery experience end-to-end. You’ll be our first CS hire, reporting directly to the Founder & CEO, and the beating heart of everything that happens after a nursery joins Nuuri. From onboarding and activation to retention and relationships – this role is yours to run. You won’t be following a script, you’ll be writing one. If you’re a natural people-person who loves turning customers into fans and gets a buzz from genuinely making someone’s day easier, we’d love to hear from you.

What You Will Be Doing

• Onboarding – take every new nursery and group from signed contract to fully live on Nuuri, making the experience smooth, fast and genuinely impressive from day one
• Relationship management – own the nursery relationship end-to-end, becoming their go-to person at Nuuri and building the kind of trust that turns customers into long-term partners
• Activation & engagement – make sure every nursery is getting value from the platform, spotting those who aren’t and proactively jumping in before they disengage
• Retention & renewals – keep churn low and satisfaction high, identifying risks early and knowing exactly when and how to have the right conversation
• Feedback loop – be the voice of the nursery internally, feeding insights back to the product and marketing teams so we keep building the right things
• Reporting – track the metrics that matter, from NPS to activation rates, and report directly to the CEO on the health of our customer base

What We Are Looking For

• 2–4 years of customer success, account management or client-facing experience – SaaS or tech startup background a big bonus
• A natural people-person who can build genuine relationships over the phone, on a video call or in person – warmth and authenticity matter more than corporate polish
• Confident communicator who can simplify the complex – whether that’s walking a nursery manager through the platform or communicating product requests to the team
• Highly organised and self-sufficient – you manage your own patch, stay on top of a busy customer base and nothing slips through the net
• Comfortable with CRM and CS tools such as HubSpot, Intercom or similar – you keep your pipeline clean
• A problem-solver at heart – you don’t wait to be told, you spot the issue, find the fix and follow through. AI Hacks are a must for you.
• A passion for making a real difference in the childcare sector – experience working in or alongside early years, education, healthcare or similar care markets is a genuine bonus and something we really value
• Genuinely energised by startup life – you thrive in a fast-moving environment, love a bit of ambiguity and get a real buzz from building something from scratch

What You Can Expect

• £35-42k salary, competitive for Edinburgh and reviewed as we grow
• Early-stage EMI share options – get in early and share the success you build
• Hybrid working – minimum 3 days in our Edinburgh office (its a cool place to be)
• Full ownership of Customer Relationships as our first hire – you own the function from day one
• Direct access to the Founder & CEO – no layers, no politics, just real impact

(P.S. If you’re reading this and thinking “I’m 70% there,” apply anyway. Most of us are winging it somewhere – bring the curiosity and we’ll grow together.)