Note: The job is a remote job and is open to candidates in USA. Nooks is an applied AI lab building the Agent Workspace for GTM. They are seeking a Customer Success Manager to ensure mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience.
Responsibilities
- Manage a portfolio of ~30 mid-market and enterprise accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business
- Onboard new customers, ensuring a seamless integration of Nooks into their sales processes
- Develop and maintain multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals
- Conduct regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth
- Analyze customer usage metrics to identify Nooks features that might provide value and proactively lead upsell conversations
- Monitor customer health metrics and develop proactive plans to address areas of concern
- Assist with Technical Support for your customers as needed
- Serve as the voice of the customer within Nooks, providing product feedback to ensure customer requirements are successfully met
Skills
- 5+ years of B2B SaaS CSM experience managing a portfolio of 30+ accounts with a successful renewals track record
- 2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
- Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
- 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, ideally in an early-stage startup
- Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
- Please note if you are PST we will require 3x/week in our San Francisco office
Benefits
- Offers Equity
- Offers Commission
- We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission.
- On top of this, we offer equity, generous perks, and comprehensive benefits.
Company Overview