Customer Success Manager, MM/ENT

Nooks

3d•$170,000 - $190,000•Hybrid

About The Position

About Nooks.ai: Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, from account strategy to prospect research and outreach. Building 0→1 has never been easier, but selling at the speed of the market remains the last frontier for AI. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals. Today, over 1,500 customers run on Nooks, including Notion, HubSpot, Cursor, and Rippling. We’ve raised $70M+ from top VCs like Kleiner Perkins, which made its first sales-tech investment in over a decade with us. Since then, we’ve tripled ARR each year for 3 years running and grown a high-caliber team turning the art of sales into a scalable science. The role Our Customer Success Managers ensure mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience. They develop and maintain strong, multi-threaded relationships with key stakeholders and help them achieve their business goals through Nooks solutions. This role is for someone who thrives on wearing multiple hats as they guide their stakeholders throughout the customer journey … onboarding new customers, proactively addressing adoption challenges, supporting the customer journey with thought-leadership content, and running the renewal process. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio.

Requirements

5+ years of B2B SaaS CSM experience managing a portfolio of 30+ 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

Responsibilities

Manage a portfolio of ~30 mid-market and enterprise 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.
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.