Manager, Customer Success (SMB)

Nooks•San Francisco, CA

5d•$195,000 - $230,000

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 SMB segment is one of the fastest-growing parts of Nooks, and we're looking for a Manager of Customer Success to lead and scale the team behind it. Each CSM on this team owns a portfolio of ~150 accounts, running a high-velocity, scaled motion that spans onboarding, adoption, renewals, and upsells — all with a strong data-driven foundation. This role is for a builder and a coach. You'll be responsible for hiring and developing a team of SMB CSMs, designing the systems and playbooks that make the scaled motion work, and owning the team's retention and expansion performance. You'll set the standard for what great looks like — from how we use data to identify risk and opportunity, to how we run customer conversations at scale. This is a player-coach role. You'll carry a team quota and be close to the work — in customer escalations, in deal reviews, and in the metrics that drive the business.

Requirements

5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
Experience with high-volume, scaled CS motions — you've managed teams handling large account portfolios and know what it takes to make that work operationally
Strong data literacy: you're comfortable pulling, interpreting, and acting on usage metrics, health scores, and retention analytics — and you coach your team to do the same
Proven track record of hitting or exceeding NRR/GRR targets as a team leader
Experience in the sales tech or outbound sales space is strongly preferred — you understand the world your customers operate in
Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
Excellent communicator — you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
A builder mentality: you're energized by creating structure where there isn't any, and you've shipped playbooks, processes, or programs that outlasted your direct involvement
Comfortable operating in a fast-paced, early-stage environment where priorities evolve and the playbook is still being written

Responsibilities

Hire, onboard, and develop a growing team of SMB Customer Success Managers
Coach CSMs on the skills that matter most in a scaled motion: proactive outreach, data interpretation, commercial conversations, and efficient execution
Conduct regular 1:1s, call reviews, and performance conversations — translating metrics into clear development priorities for each CSM
Build a team culture that balances urgency, ownership, and continuous improvement
Own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes
Define and monitor the KPIs that matter: CDR, GRR, time-to-value, adoption rates, renewal conversion, and expansion pipeline
Use customer health data and usage analytics to build early warning systems that keep churn low and expansion high
Partner with RevOps to ensure the team has the reporting, tooling, and automation it needs to operate at scale
Serve as the senior point of contact for escalated customer situations, setting the standard for how complex issues are resolved
Drive a renewals process that starts early, is grounded in ROI, and consistently hits retention targets
Build cross-functional alignment with Sales on expansion motions, ensuring CSMs are identifying and progressing upsell opportunities within their book
Translate team-level patterns — churn signals, adoption gaps, friction points — into actionable product and process feedback for internal stakeholders
Partner with the VP of Customer Success on segment strategy, team structure, and capacity planning as the SMB business scales
Represent SMB customer needs in cross-functional forums, ensuring the scaled segment gets the resources and product investment it deserves