Customer Success Manager, Mid Market (Hybrid)

Nooks; San Francisco (CA); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

Equity

Competitive compensation

Comprehensive benefits

Job summary

Nooks, an applied AI lab building the Agent Workspace for GTM, is seeking a Mid Market Customer Success Manager to ensure customers maximize value and enjoy the experience.

You’ll onboard new customers, guide adoption, manage renewals and upsell opportunities, and collaborate with product teams to scale our customer success playbooks in a fast-paced startup environment.

Qualifications

• 3+ years of B2B SaaS CSM experience with 45+ accounts and renewals success.
• 2+ years in product implementation and onboarding across the customer journey.
• 1+ years of SDR experience and related activity.
• Familiar with Sales tech stacks and tools listed above.
• Able to analyze data to identify customer challenges and opportunities.
• Excellent written and verbal communication skills.
• Self-starter with experience in fast-paced SaaS startups.
• Proven cross-functional collaboration and ownership.
• Experience driving renewals and expansions through value delivery.

Responsibilities

• Manage a portfolio of ~45 mid-market accounts maximizing value.
• Onboard new customers ensuring seamless integration into sales processes.
• Analyze usage metrics to identify value and upsell opportunities.
• Monitor health metrics and develop proactive plans to address issues.
• Assist with technical support as needed.
• Develop scalable CS and retention approaches for efficiency.
• Advocate for the customer and relay feedback to product teams.

Skills

B2B SaaS CSM

Portfolio management

Customer onboarding

Sales tech stack familiarity

Data analytics

Excellent written and verbal comms

Self-starter

Cross-functional collaboration

Renewals/upsell focus

Tools

Outreach

Salesloft

Salesforce

HubSpot

Apollo

Job description

About Nooks.ai:

Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, from account strategy to prospect research and outreach. Building 0→1 has never been easier, but selling at the speed of the market remains the last frontier for AI. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals.

Today, over 2000 customers run on Nooks, including Notion, HubSpot, Cursor, and Rippling. We've raised over 70M USD from top VCs like Kleiner Perkins, and we've at least tripled ARR each year for 3 years running.

The role

Our Mid Market Customer Success Managers ensure customers are maximizing their value from Nooks and are delighted with the experience.

This role is for someone who thrives on wearing multiple hats … onboarding new customers, proactively reaching out to customers with adoption challenges, supporting the customer journey with high-value 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 using a scaled approach.

Responsibilities

• Manage a portfolio of ~45 mid market 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.

• 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.

• Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently.

• Serve as the voice of the customer within Nooks, providing product feedback to ensure commercial customer requirements are successfully met.

Requirements

• 3+ years of B2B SaaS CSM experience managing a portfolio of 45+ accounts with a successful renewals track record

• 2+ years of product implementation, and customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey

• 1+ years of SDR 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

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.

Equal Employment Opportunity Statement

Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.