Customer Success Manager, Commercial (Hybrid)
Manages portfolio of ~75 commercial B2B SaaS accounts, handling onboarding, usage analysis, renewals, upsells, and support. Requires 2+ years CSM experience, sales tech familiarity, and SDR background in fast-paced startup.
About the job
Responsibilities
- Manage 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.
Requirements
- Sales 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 record.
- 2+ years of product implementation, and customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey.
- 1+ years of SDR experience.
- 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.
Compensation: Competitive compensation relative to the market, plus equity, generous perks, and comprehensive benefits.
Skills
Outreach, Salesloft, Salesforce, HubSpot, Apollo, Data Analytics, SaaS, Customer Onboarding, Renewals, Upsell
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