Customer Success Manager, Commercial (EST)

Responsibilities

• 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 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

• 2+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record.
• 2+ years of product implementation, customer onboarding and support experience.
• 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.

Nice-to-Haves

• Experience in an early-stage startup environment.