Manager, Customer Success
Lead and scale the SMB Customer Success team at Nooks.ai. Hire, coach, and develop CSMs managing high-volume portfolios; own scaled playbooks, KPIs (GRR/NRR), data-driven retention/expansion, and player-coach quota while providing product feedback.
About the job
Responsibilities
Team Leadership & Development
- Hire, onboard, and develop a growing team of SMB Customer Success Managers
- Coach CSMs on proactive outreach, data interpretation, commercial conversations, and efficient execution
- Conduct regular 1:1s, call reviews, and performance conversations
- Build a team culture balancing urgency, ownership, and continuous improvement
Scaled Motion & Operations
- Own and improve playbooks, workflows, and tooling for managing 150 accounts per CSM
- Define and monitor KPIs: CDR, GRR, time-to-value, adoption rates, renewal conversion, expansion pipeline
- Use customer health data and usage analytics for early warning systems
- Partner with RevOps on reporting, tooling, and automation
Customer Outcomes
- Serve as senior point of contact for escalated customer situations
- Drive early, ROI-grounded renewals process to hit retention targets
- Build alignment with Sales on expansion motions and upsell opportunities
Strategy & Voice of Customer
- Translate churn signals, adoption gaps, and friction points into product and process feedback
- Partner with VP of Customer Success on segment strategy, structure, and capacity planning
- Represent SMB customer needs in cross-functional forums
Requirements
- 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
- Experience with high-volume, scaled CS motions and large account portfolios
- Strong data literacy with usage metrics, health scores, and retention analytics
- Proven track record of hitting or exceeding NRR/GRR targets as a team leader
- Experience in sales tech or outbound sales space (strongly preferred)
- Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
- Excellent communication skills across coaching and C-suite interactions
- Builder mentality with experience creating playbooks, processes, or programs
- Comfortable in fast-paced, early-stage environment
Nice-to-Haves
- Experience in sales tech or outbound sales space
Skills
Customer Success, Gainsight, Totango, Churnzero, Outreach, Salesloft, HubSpot, Salesforce, Nrr, Grr, Data Analytics, Playbook Development
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