Enterprise CSM: AI SaaS Growth, Onboarding & Renewals

Nooks; United States; Sur place; USD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Equity

Comprehensive benefits

Résumé du poste

Nooks is seeking a Customer Success Manager to maximize value for enterprise customers and drive renewals and expansions. You will own onboarding, enablement, and ongoing success across a portfolio of 20+ accounts, guiding customers through the journey with data-driven insights and cross-functional collaboration.

In this role you will partner with sales, product, and support teams to ensure adoption, address challenges, and identify opportunities for growth.

Qualifications

• 5+ years of B2B SaaS CSM experience managing a portfolio of 20+ accounts with a successful renewals track record.
• 2+ years of customer onboarding and support experience, ensuring easy access to resources throughout the customer journey.
• 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.

Responsabilités

• Manage a portfolio of ~20 enterprise accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business.
• Own the full customer lifecycle including renewal negotiations, upsell, and cross-sell motions, consistently achieving net revenue retention targets across your portfolio.
• 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.

Connaissances

B2B SaaS

Portfolio management

Data analytics

Communication

Outils

Outreach

Salesloft

Salesforce

HubSpot

Apollo

Description du poste

Nooks is seeking a Customer Success Manager to maximize value for enterprise customers and drive renewals and expansions. You will own onboarding, enablement, and ongoing success across a portfolio of 20+ accounts, guiding customers through the journey with data-driven insights and cross-functional collaboration.

In this role you will partner with sales, product, and support teams to ensure adoption, address challenges, and identify opportunities for growth.