Customer Success Manager, Commercial (Hybrid)

What is Nooks?Nooks is a platform transforming sales reps from manual laborers to scientists. With today's technology, sales reps shouldn't need to manually write hundreds of emails, research hundreds of websites/linkedins, and make hundreds of calls. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation and real-time collaboration, Nooks can do the rest.The problemSales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR's in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams)In their day-to-day, SDR/BDRs spend time on 3 main activities:Prospecting & research identify a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.Email & LinkedIn messaging write messages to those contacts to convey the problem and pitch your product. The goal is for them to book a demoCalling Live phone conversations often have higher conversion than emails because they're more personal, but there's a lot more manual work involvedMuch of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more!The roleOur commercial Customer Success Managers use a low-touch approach to ensure customers are maximizing their value from Nooks and are delighted with the experience.This 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. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio using a scaled approach.ResponsibilitiesManage a portfolio of ~75 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.RequirementsSales domain expertise and experience working with GTM stakeholders is critical.2+ years of B2B SaaS CSM experience managing a portfolio of 70+ accounts with a successful renewals track record2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey1+ years of SDR experienceFamiliarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or ApolloComfortable with data analytics and experience using data to proactively identify customer challengesExcellent written and verbal communication skillsSelf-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startupDemonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environmentWe offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.J-18808-Ljbffr