Manager, Customer Success (Commercial)

The role

You will lead a growing Commercial Customer Success team. You will hire and develop CSMs, build playbooks, and coach the team to drive customer retention and expansion.

What you will do

• Hire, onboard, and develop Commercial CSMs
• Coach performance through 1:1s, call reviews, and account reviews
• Build team product expertise to improve customer workflows and adoption
• Coach CSMs to establish success measures and conduct quarterly business reviews
• Ensure CSMs work with customer RevOps and Sales leaders to translate priorities into Nooks usage
• Coach multithreading across five buyer personas and two organizational levels
• Lead candid customer conversations and develop change management plans for weak results
• Coach CSMs through renewal negotiations and seat expansion cycles
• Own team retention and expansion performance and maintain accurate forecasts
• Represent the voice of Customer Success with the Product organization

Required qualifications

• 5+ years in B2B SaaS Customer Success
• At least 2 years of people management
• Experience running Commercial or mid-market deal cycles
• Experience with renewal negotiations and expansion conversations for accounts worth $100K annually
• Record of delivering team retention and expansion results
• Ability to build executive relationships and coach multithreading across functions and organizational levels
• Strong product fluency and analytical judgment
• Experience leading customer change management
• Experience building and improving CS playbooks, processes, or programs

Nice to have

• Prior experience leading a Commercial or mid-market Customer Success team
• Experience with sales technology or outbound sales
• Familiarity with CRM and Customer Success systems

About the company

Nooks is an applied AI lab building revenue agents that power fast growing companies. They build AI agents that operate across the full revenue lifecycle to automate busywork for sellers.