The roleOur 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.
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
- Please note if you are PST we will require 3x/week in our San Francisco office
We 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.
