Customer Success Manager, Commercial (Hybrid)

About the role

The 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.

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 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 commercial customer requirements are successfully met.

Requirements

• Sales domain expertise and experience working with GTM stakeholders is critical.
• 2+ years of B2B SaaS CSM experience managing a portfolio of 45+ 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 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.

Pay

Competitive compensation based on market standards.

Schedule

This is a hybrid role in our San Francisco office 3x/week.