Customer Success Manager, SMB
Manages portfolio of 150 SMB accounts for B2B SaaS platform, handling onboarding, usage analysis, proactive upsells, renewals, and technical support using scaled approach. Requires 1+ years SDR, onboarding, and sales domain expertise; B2B CSM experience preferred.
About the job
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
Skills
Outreach, Salesloft, HubSpot, Data Analytics, Customer Health Metrics, Usage Metrics, B2B SaaS, Sales Tech Stack, Customer Onboarding, Renewals
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