Customer Success Manager, SMB Job at Nooks

Job Description

Our SMB Customer Success Managers use a scaled approach to 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 person will be managing accounts in EST/EMEA, so we will only be considering candidates in EST.

Job Responsibility

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

Requirements

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

What we offer

Offers Equity
Offers Commission
competitive compensation
equity
generous perks
comprehensive benefits

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Customer Success Manager, SMB

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