Customer Success Manager, SMB

May 4

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Nooks

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Virtual salesfloor for SDR and BDR teams to dial together, get real-time coaching from managers and stay engaged.

2 - 10

Description

• Manage a portfolio of 100+ 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

Requirements

• 2+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record • 1+ years of 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 • Experience using a CS platform is a bonus

Benefits

• Competitive compensation • Equity • Generous perks • Comprehensive benefits