About this role

Manage a portfolio of ~75 commercial accounts
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 develop a scaled approach for customer success and retention
Serve as the voice of the customer within Nooks

2+ years of B2B SaaS CSM experience managing a portfolio of 70+ accounts with a successful renewals track record
2+ years of product implementation, and customer onboarding and support experience
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
Demonstrated success taking ownership, working across teams, and wearing many hats

Customer Success Manager, Commercial

Key skills