Customer Success Manager, SMB

Nooks is an AI Sales Assistant Platform that automates busywork for sales reps, enhancing their efficiency and productivity. The Customer Success Manager for SMB will ensure customers maximize their value from Nooks by onboarding new clients, addressing adoption challenges, and managing renewals effectively.

Responsibilities:

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