Customer Success Manager (Enterprise)

• 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
• 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

Benefits

• Health insurance: Comprehensive health insurance plans, including medical, dental, and vision coverage, to ensure you and your family have access to quality care.
• Catered lunch and dinner: Our office provide expensed lunches, dinners, snacks, and drinks.
• Unlimited paid time off: Unlimited paid time off, allowing you to take the time you need to recharge.
• Parental leave: 12-weeks (birthing) and 8-weeks (non-birthing) fully paid parental leave to bond with a newborn child or newly adopted or fostered child.
• Equity incentive plan: Giving you more flexibility to exercise stock options and participate in the company’s growth based on tenure at Nooks.
• Work from home stipend: Reimbursed home office equipment and supplies expenses, ensuring you have the tools needed for productivity.
• Commuter benefits: Subsidies for public transportation and parking, to make your daily commute more convenient and affordable.
• Annual offsite: Annual offsite event to foster team bonding, celebrate achievements, and align on company goals.

• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• 2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
• Please note if you are PST we will require 3x/week in our San Francisco office
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• 5+ years of B2B SaaS CSM experience managing a portfolio of 20+ accounts with a successful renewals track record
• Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
• 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