Customer Success Manager, Commercial (EST)
Customer Success Manager responsible for managing ~45 commercial accounts at Nooks.ai. Focuses on onboarding, driving adoption and value, proactive health monitoring, upsells, renewals, and providing product feedback using a scaled approach. Requires 2+ years B2B SaaS CSM experience with large portfolios and strong renewals track record.
About the job
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.
Skills
Customer Success Management, B2B SaaS, Customer Onboarding, Product Implementation, Sales Tech Stack, Salesforce, HubSpot, Outreach, Salesloft, Apollo, Data Analytics, Renewals Management, Upsell
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