Customer Success Manager

Join Nooks, a fast-growing company in the SMB segment. As the Manager of Customer Success, you will lead and scale the team, own retention and expansion performance, and set the standard for customer success. This player-coach role involves hiring and developing a team of SMB Customer Success Managers, improving playbooks and workflows, and driving customer outcomes. You will also represent SMB customer needs in cross-functional forums and partner with the VP of Customer Success on segment strategy. Enjoy comprehensive health insurance, unlimited paid time off, parental leave, equity incentive plan, work from home stipend, commuter benefits, and an annual offsite event.

• Hiring, onboarding, and developing a growing team of SMB Customer Success Managers, and coaching them on essential skills.
• Owning and continuously improving the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes.
• Serving as the senior point of contact for escalated customer situations, driving a renewals process that consistently hits retention targets.
• Comfortable operating in a fast-paced, early-stage environment where priorities evolve and the playbook is still being written
• Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
• Experience with high-volume, scaled CS motions — you've managed teams handling large account portfolios and know what it takes to make that work operationally
• Experience in the sales tech or outbound sales space is strongly preferred — you understand the world your customers operate in
• A builder mentality: you're energized by creating structure where there isn't any, and you've shipped playbooks, processes, or programs that outlasted your direct involvement
• Strong data literacy: you're comfortable pulling, interpreting, and acting on usage metrics, health scores, and retention analytics — and you coach your team to do the same
• Excellent communicator — you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
• Proven track record of hitting or exceeding NRR/GRR targets as a team leader
• 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team