Customer Success Manager (SMB)

Join Nooks as a Customer Success Manager (SMB) and play a crucial role in ensuring our small and medium-sized business customers maximize their value from our platform. You will manage a portfolio of 150 SMB accounts, onboard new customers, analyze usage metrics, monitor customer health, and assist with technical support. You will also help develop a scaled approach for customer success and retention, serving as the voice of the customer within Nooks. Enjoy comprehensive health insurance, unlimited paid time off, parental leave, equity incentive plan, work from home stipend, commuter benefits, and an annual offsite event.

• Gérer un portefeuille de 150 comptes SMB, maximisant l'impact et la valeur de Nooks pour les utilisateurs et les parties prenantes.
• Assurer l'intégration transparente de Nooks dans les processus de vente des nouveaux clients et mener des conversations proactives sur les ventes additionnelles.
• Surveiller les indicateurs de santé des clients et développer des plans proactifs pour aborder les domaines de préoccupation.

• 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
• 1+ years of SDR experience
• Self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup
• Sales domain expertise and experience working with Sales/Sales Development stakeholders is critical
• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• 1+ years of customer onboarding and support experience with a B2B SaaS tool
• Excellent written and verbal communication skills
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and familiarity with Sales tech stack