Customer Success Manager, SMB

• Manage a portfolio of 150 SMB accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business
• Onboard new customers, ensuring seamless integration of Nooks into their sales processes
• Analyze customer usage metrics to identify valuable Nooks features and proactively lead upsell conversations
• Monitor customer health metrics and develop proactive plans to address concerns
• Assist with technical support for customers as needed
• Help develop a scaled approach for customer success and retention
• Serve as the voice of the customer within Nooks and provide product feedback
• Support customer renewals and expansions

• 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
• 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 Hub Spot
• Familiarity with the sales tech stack
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Excellent written and verbal communication skills
• 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
• Ability to work on a hybrid basis in the San Francisco office 3x/week
• Legally authorized to work in the United States

Demonstrates expertise in managing SMB accounts and customer onboarding for B2B SaaS tools, with a strong focus on customer success, retention, and data-driven decision-making. Proficient in utilizing sales technology and analytics to enhance customer engagement and drive renewals.

• B2B SaaS Customer Success Management
• Sales Development Representative Experience
• Customer Onboarding and Support
• Data Analytics for Customer Insights
• Sales Technology Proficiency

• Customer Onboarding
• Customer Support
• Data Analytics
• Account Management
• Upselling
• Customer Health Monitoring
• Technical Support
• Renewals Management
• Sales Process Integration
• Portfolio Management

• Excellent Communication Skills
• Ownership
• Collaboration
• Adaptability
• Problem-Solving

• B2B
• SaaS
• Customer Success
• Sales Development
• SMB Accounts

• Outreach
• Salesloft
• Hub Spot
• Sales Tech Stack