Enterprise CSM: Renewals, Upsell & Onboarding Leader

Openkrill; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Nooks is seeking a seasoned Customer Success Manager to maximize value for mid-market and enterprise customers. You will own multi-threaded relationships with key stakeholders and guide them through onboarding, adoption, and renewal cycles to drive renewals and expansions.

In this role, you will ensure customer health, advocate for customers, and collaborate across teams in a fast-paced, early-stage startup environment.

Qualifications

• 5+ years of B2B SaaS CSM experience managing 20+ 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.
• 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.

Responsibilities

• Manage a portfolio of ~20 mid-market and 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.

Skills

B2B SaaS CSM

Portfolio management

Onboarding experience

Data analytics

Written & verbal communication

Self-starter

Cross-team collaboration

Tools

Outreach

Salesloft

Salesforce

HubSpot

Apollo

Job description

Nooks is seeking a seasoned Customer Success Manager to maximize value for mid-market and enterprise customers. You will own multi-threaded relationships with key stakeholders and guide them through onboarding, adoption, and renewal cycles to drive renewals and expansions.

In this role, you will ensure customer health, advocate for customers, and collaborate across teams in a fast-paced, early-stage startup environment.