Customer Success Manager, SMB (Hybrid SF)

The role

The SMB Customer Success Manager uses a scaled approach to ensure customers maximize value from Nooks. This person will onboard new customers, address adoption challenges, and manage the renewal process.

What you will do

• Manage a portfolio of 150 SMB accounts
• Onboard new customers
• Analyze customer usage metrics to lead upsell conversations
• Monitor customer health metrics and develop proactive plans
• Assist with Technical Support for customers
• Help develop a scaled approach for customer success and retention
• Serve as the voice of the customer by providing product feedback

Required qualifications

• 1+ years of SDR experience
• 1+ years of customer onboarding and support experience with a B2B SaaS tool
• Sales domain expertise and experience working with Sales/Sales Development stakeholders
• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot
• Familiarity with Sales tech stack
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Excellent written and verbal communication skills
• Self-starter with experience learning and working with a rapidly-changing SaaS tool
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment

Nice to have

• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record
• experience working with a rapidly-changing SaaS tool, ideally in an early-stage startup

Benefits

• Competitive compensation
• Equity
• Generous perks
• Comprehensive benefits

About the company

Nooks is an applied AI lab building revenue agents that power some of the fastest growing companies in the world. Their mission is to 10x every seller by automating the busywork.