Customer Success Manager (Commercial)

Join Nooks as a Customer Success Manager (Commercial) and play a key role in ensuring our customers maximize their value from our platform. In this dynamic role, you will manage a portfolio of approximately 75 commercial accounts, onboard new customers, analyze usage metrics, monitor customer health, and assist with technical support. You will also help develop a scaled approach for customer success and retention, and serve as the voice of the customer within Nooks. Ideal candidates will have 2+ years of B2B SaaS CSM experience, familiarity with sales tech stack, and excellent communication skills.

• Gérer un portefeuille d'environ 75 comptes commerciaux, maximisant l'impact et la valeur de Nooks pour les utilisateurs et les parties prenantes.
• Assurer l'intégration transparente de Nooks dans les processus de vente des nouveaux clients, en analysant les métriques d'utilisation des clients pour identifier les fonctionnalités de Nooks qui pourraient apporter de la valeur.
• Développer une approche évolutive pour le succès et la rétention des clients, en veillant à ce que les besoins des clients soient satisfaits de manière efficace.
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
• Self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup
• 2+ years of B2B SaaS CSM experience managing a portfolio of 70+ accounts with a successful renewals track record
• Excellent written and verbal communication skills
• 1+ years of SDR experience
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• 2+ years of product implementation, and customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
• Sales domain expertise and experience working with GTM stakeholders is critical