Customer Success Manager, SMB

Responsibilities

• Manage a portfolio of 150 SMB 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 SMB customer requirements are successfully met.

Requirements

• 1+ years of SDR experience
• 1+ years of customer onboarding and support experience with a B2B SaaS tool
• Sales domain expertise and experience working with Sales/Sales Development stakeholders is critical
• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred
• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and familiarity with Sales tech stack
• 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