Customer Success Manager, Commercial (EST)

Nooks is an applied AI lab building an Agent Workspace for go-to-market teams that automates sales busywork. The Commercial Customer Success Manager will manage a portfolio of commercial accounts, onboard customers, drive product adoption, support renewals and expansions, monitor customer health, and provide customer feedback to the product team.

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
• 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 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
• 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