Customer Success Manager, Commercial (Hybrid)

The role

Our Commercial Customer Success Managers ensure customers are maximizing their value from Nooks and are delighted with the experience.

This role is for someone who thrives on wearing multiple hats … onboarding new customers, proactively reaching out to customers with adoption challenges, supporting the customer journey with high-value content, and running the renewal process. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio using a scaled approach.

This is a hybrid role in our San Francisco office 3x/week to continue to cultivate a fun and inclusive office culture.

Responsibilities

• Manage a portfolio of ~45 commercial 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 commercial customer requirements are successfully met.

Requirements

• 2+ years of B2B SaaS CSM experience managing a portfolio of 45+ accounts with a successful renewals track record

• 2+ years of product implementation, and customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey

• 1+ years of SDR experience

• 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

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.