Customer Success Manager, Commercial (EST)

Responsibilities

• Manage a portfolio of ~45 commercial 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.
• Aid with Technical Support for your customers as needed.
• Help 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 commercial customer requirements are successfully met.

Requirements

• 2+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record
• 2+ years of product implementation, and 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
• Experience with data analytics and ability 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

Benefits

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.

Pay

Competitive compensation based on experience and performance.

Schedule

Flexible schedule to accommodate the needs of a remote-first company.

Qualifications

Self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup.

Skills

Strong interpersonal and communication skills, ability to work independently and as part of a team, and proficiency with CRM tools.

Company Culture

We are committed to fostering a fun and inclusive office culture. The ideal candidate should be comfortable working in a dynamic, fast-paced environment and be willing to relocate to San Francisco 3 days per week.