Customer Success Manager, SMB (EST)

Summary

Nooks is an applied AI lab building an Agent Workspace for go-to-market teams. The SMB Customer Success Manager will manage a portfolio of accounts, onboard customers, drive product adoption and value, address customer health concerns, support renewals and expansions, and provide customer feedback to the product team.

Responsibilities

• Manage a portfolio of 150 SMB 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
• 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
• Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently
• Serve as the voice of the customer within Nooks, providing product feedback to ensure SMB customer requirements are successfully met

Skills

• • 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 is critical
• • Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and 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, ideally in an early-stage startup
• • Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• This person will be managing accounts in EST/EMEA, so we will only be considering candidates in EST
• • 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred

Qualifications

Must Haves

• • 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 is critical
• • Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and 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, ideally in an early-stage startup
• • Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• This person will be managing accounts in EST/EMEA, so we will only be considering candidates in EST

Nice to Haves

• • 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred

Benefits

• Equity