Customer Success Manager, MM/ENT

Responsibilities

• Manage a portfolio of ~20 mid-market and enterprise accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business.
• Own the full customer lifecycle including renewal negotiations, upsell, and cross-sell motions, consistently achieving net revenue retention targets across your portfolio.
• Onboard new customers, ensuring a seamless integration of Nooks into their sales processes.
• Develop and maintain multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals.
• Conduct regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth.
• 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.
• Serve as the voice of the customer within Nooks, providing product feedback to ensure customer requirements are successfully met.

Requirements

• 5+ years of B2B SaaS CSM experience managing a portfolio of 20+ accounts with a successful renewals track record
• 2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
• 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, ideally in an early-stage startup
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment