Head of Commercial Customer Success

Nooks; Northern (KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Nooks is seeking a Manager of Customer Success to lead a growing Commercial CS team and scale retention and expansion across key accounts. You will coach CSMs, build playbooks, and align customer outcomes with product strategy from executive to frontline.

This role has no individual books, but high visibility with product and RevOps leaders. You will drive adoption, guide renewals, and partner with Sales on cross‑sell, leveraging data to demonstrate value and influence strategy across

Qualifications

• 5+ years in B2B SaaS Customer Success, including at least 2 years of people management.
• Experience running Commercial or mid‑market deal cycles, including renewal negotiations and expansion conversations for accounts worth $100K annually.
• A record of delivering team retention and expansion results, with strong judgment around account risk, forecasting, and commercial opportunities.
• Demonstrated ability to build executive relationships and coach multithreading across functions and organizational levels.
• Strong product fluency and analytical judgment. You can connect customer goals, usage data, and business results, and coach CSMs to use that evidence in commercial conversations.
• Experience leading customer change management when adoption or results fall short, including securing leadership support for changes in team behavior.
• Experience building and improving CS playbooks, processes, or programs, with measurable impact on customer outcomes or team effectiveness.

Responsibilities

• Hire, onboard, and develop Commercial CSMs as the team grows.
• Use regular 1:1s, call reviews, and account reviews to coach performance and establish clear development priorities.
• Build the team’s product expertise so CSMs can improve customer workflows and adoption after onboarding, connecting Nooks capabilities to customer goals.
• Coach CSMs to establish baseline metrics and success measures early. Use monthly check-ins to track results and quarterly business reviews with VP-level stakeholders.
• Ensure CSMs work closely with customer RevOps and Sales leaders to understand business goals and translate priorities into product usage.
• Coach multithreading across five buyer personas at two levels and identify gaps in stakeholder coverage.

Skills

People management

Commercial / mid‑market deal cycles

Executive relationships

Product fluency & analytical judgment

Change management

CS playbooks & processes

Tools

CRM software

CS platforms

Job description

Nooks is seeking a Manager of Customer Success to lead a growing Commercial CS team and scale retention and expansion across key accounts. You will coach CSMs, build playbooks, and align customer outcomes with product strategy from executive to frontline.

This role has no individual books, but high visibility with product and RevOps leaders. You will drive adoption, guide renewals, and partner with Sales on cross‑sell, leveraging data to demonstrate value and influence strategy across