Manager of Customer Success (Commercial)

Join Nooks, a fast-growing B2B SaaS company, as the Manager of Customer Success (Commercial). In this dedicated people management role, you will lead a growing Commercial team, focusing on team leadership and development, customer value and executive relationships, renewals and expansion, and building and scaling Commercial CS. You will have the opportunity to make a significant impact on customer retention and expansion, while also enjoying a comprehensive benefits package, including health insurance, unlimited paid time off, and equity incentives.

• Lead and develop a growing Commercial Customer Success team, focusing on hiring, onboarding, and coaching team members.
• Establish and maintain executive relationships with customers, ensuring CSMs effectively communicate customer value and drive retention and expansion.
• Build and improve playbooks, processes, and workflows for Customer Success, using customer health data and feedback to measure impact and scale successful strategies.

• Experience running Commercial or mid-market deal cycles, including renewal negotiations and expansion conversations for accounts worth $100K annually
• Demonstrated ability to build executive relationships and coach multithreading across functions and organizational levels
• Experience building and improving CS playbooks, processes, or programs, with measurable impact on customer outcomes or team effectiveness
• A record of delivering team retention and expansion results, with strong judgment around account risk, forecasting, and commercial opportunities
• 5+ years in B2B SaaS Customer Success, including at least 2 years of people management
• Experience leading customer change management when adoption or results fall short, including securing leadership support for changes in team behavior
• Strong product fluency and analytical judgment. You can connect customer goals, usage data, and business results, and coach CSMs to use that evidence in commercial conversations
• Prior experience leading a Commercial or mid-market Customer Success team
• Experience with sales technology or outbound sales is strongly preferred, along with familiarity with CRM and Customer Success systems