Customer Success Manager, MM/ENT
Customer Success Manager responsible for managing a portfolio of 20 mid-market and enterprise accounts at Nooks.ai. Own the full customer lifecycle including onboarding, renewals, upsells, and driving adoption/value using sales tech tools and data analytics. 5+ years B2B SaaS CSM experience required.
About the job
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.
Nice-to-Haves
- PST candidates: 3x/week in our San Francisco office.
Skills
Customer Success Management, B2B SaaS, Renewals, Upsell, Onboarding, Sales Tech Stack, Salesforce, HubSpot, Outreach, Salesloft, Apollo, Data Analytics
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