Commercial CS Manager: Hire, Coach & Scale Renewals

Nooks; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Catered lunch and dinner

Unlimited paid time off

Parental leave

Equity incentive plan

Work from home stipend

Commuter benefits

Annual offsite

Job summary

Nooks is seeking a Manager of Customer Success to lead a growing Commercial team and drive retention and expansion across accounts worth significant value. You will hire, coach, and scale CSMs while aligning CS playbooks with company goals.

You will stay close to customers through executive relationship-building and collaborate with Product and RevOps to translate goals into action. You will build expertise across the team, establish baseline success metrics, and run regular reviews to

Qualifications

• 5+ years in B2B SaaS Customer Success, including at least 2 years of people management.
• Experience leading a Commercial or mid-market CS team.
• Ability to build and improve CS playbooks, processes, or programs with measurable impact.

Responsibilities

• Lead a growing Commercial CS team and hire new members.
• Coach CSMs through renewal negotiations and expansion opportunities.
• Build and improve playbooks, workflows, and product knowledge to drive adoption and retention.
• Maintain forecast visibility and manage executive relationships with stakeholders.

Skills

People management

Executive relationships

Coaching

Playbooks

Customer Success

Tools

CRM

CS platforms

Job description

Nooks is seeking a Manager of Customer Success to lead a growing Commercial team and drive retention and expansion across accounts worth significant value. You will hire, coach, and scale CSMs while aligning CS playbooks with company goals.

You will stay close to customers through executive relationship-building and collaborate with Product and RevOps to translate goals into action. You will build expertise across the team, establish baseline success metrics, and run regular reviews to