Customer Success Manager (Mid Market)

• Our 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
• Manage a portfolio of ~45 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

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.

• 2+ years of product implementation, and customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
• 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
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• Sales domain expertise and experience working with GTM stakeholders is critical
• Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
• 1+ years of SDR experience
• 3+ years of B2B SaaS CSM experience managing a portfolio of 45+ accounts with a successful renewals track record