Customer Success Manager (SMB)

Nooks; United States; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Catered lunch/dinners

Unlimited paid time off

Parental leave

Equity incentive plan

Work from home stipend

Commuter benefits

Annual offsite

Job summary

Nooks is seeking an SMB Customer Success Manager to help customers maximize value from our platform. You will onboard new clients, monitor usage, address adoption challenges, and guide renewals and expansions for a portfolio of 150 SMB accounts.

The role requires 1+ years in SDR or CSM, comfort with data analytics, and hands-on experience with Outreach, Salesloft, or HubSpot. You’ll collaborate across teams in a fast-paced SaaS startup and contribute to scalable retention strategies.

Qualifications

• 1+ years SDR/CSM experience required.
• Experience using Outreach, Salesloft, or HubSpot.
• Comfortable with data analytics to identify customer challenges.

Responsibilities

• Onboard and manage a portfolio of 150 SMB accounts.
• Proactively reach out to customers with adoption challenges.
• Support renewals and drive expansions with a scaled approach.

Skills

Data analytics

B2B SaaS

Sales alignment

Communication skills

Cross-functional

Tools

Outreach

Salesloft

HubSpot

Job description

Responsibilities

• Our SMB Customer Success Managers use a scaled approach to 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
• Manage a portfolio of 150 SMB 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 SMB customer requirements are successfully met

Benefits

• Health insurance: Comprehensive health insurance plans, including medical, dental, and vision coverage, to ensure you and your family have access to quality care.
• Catered lunch and dinner: Our office provide expensed lunches, dinners, snacks, and drinks.
• Unlimited paid time off: Unlimited paid time off, allowing you to take the time you need to recharge.
• Parental leave: 12-weeks (birthing) and 8-weeks (non-birthing) fully paid parental leave to bond with a newborn child or newly adopted or fostered child.
• Equity incentive plan: Giving you more flexibility to exercise stock options and participate in the company’s growth based on tenure at Nooks.
• Work from home stipend: Reimbursed home office equipment and supplies expenses, ensuring you have the tools needed for productivity.
• Commuter benefits: Subsidies for public transportation and parking, to make your daily commute more convenient and affordable.
• Annual offsite: Annual offsite event to foster team bonding, celebrate achievements, and align on company goals.

Requirements

• 1+ years of SDR experience
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and familiarity with Sales tech stack
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• Self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup
• Sales domain expertise and experience working with Sales/Sales Development stakeholders is critical
• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred
• Excellent written and verbal communication skills
• 1+ years of customer onboarding and support experience with a B2B SaaS tool