Nooks Customer Success Manager for mid-market and enterprise accounts on the East Coast, responsible for maximizing customer value and managing renewals. Key duties include onboarding, relationship management, usage analysis, and technical support.
Responsibilities
Our Customer Success Managers ensure mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience. They develop and maintain strong, multi-threaded relationships with key stakeholders and help them achieve their business goals through Nooks solutions.
This role is for someone who thrives on wearing multiple hats as they guide their stakeholders throughout the customer journey ... onboarding new customers, proactively addressing adoption challenges, supporting the customer journey with thought-leadership content, and running the renewal process. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio.
Manage a portfolio of ~40 mid-market and enterprise 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.
Develop and maintain multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals.
Conduct regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth.
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.
Serve as the voice of the customer within Nooks, providing product feedback to ensure customer requirements are successfully met.
Qualification
Demonstrated success taking ownership
Required
5+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record
2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
2+ years of SDR or SDR management experience
Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
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
