[Remote] Customer Success Manager, SMB
Note: The job is a remote job and is open to candidates in USA. Nooks is an applied AI lab focused on enhancing the sales process through automation. They are seeking a Customer Success Manager for SMB accounts to maximize customer value and ensure satisfaction through onboarding, support, and proactive engagement.
Responsibilities
- Manage a portfolio of 150 SMB 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 SMB customer requirements are successfully met
Skills
- 1+ years of SDR experience
- 1+ years of customer onboarding and support experience with a B2B SaaS tool
- Sales domain expertise and experience working with Sales/Sales Development stakeholders is critical
- 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred
- Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and familiarity with Sales tech stack
- 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
Benefits
- Equity
- Generous perks
- Comprehensive benefits
Company Overview