Senior Manager, SMB Customer Success & Growth

Nooks; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Nooks is building the SMB customer success engine to drive retention and expansion at scale. As Manager of Customer Success, you will own a portfolio of ~150 accounts, hire and develop a team, and design the playbooks that power a high-velocity, data-driven customer journey.

You will lead the team, coach for proactive outreach, monitor health signals, and partner with RevOps to ensure accurate reporting and automation.

Qualifications

• 5+ years of Customer Success in B2B SaaS with team leadership.
• Experience with high-volume, scaled CS motions and large account portfolios.
• Strong data literacy with usage metrics, health scores, and retention analytics; you coach your team to do the same.
• Proven track record of hitting or exceeding NRR/GRR targets as a team leader.

Responsibilities

• Hire, onboard, and develop SMB Customer Success Managers.
• Own and improve playbooks, workflows, and tooling for scale.
• Define and monitor KPIs: CDR, GRR, time-to-value, renewal conversion, and expansion pipeline.
• Serve as senior point of contact for escalations and drive a ROI-focused renewals process.
• Partner with RevOps to ensure reporting and automation supports scale.

Skills

Customer Success

Team leadership

Data literacy

Renewals focus

Cross-functional collaboration

Communication

Tools

Gainsight

Totango

ChurnZero

Outreach

Salesloft

HubSpot

Salesforce

Job description

Nooks is building the SMB customer success engine to drive retention and expansion at scale. As Manager of Customer Success, you will own a portfolio of ~150 accounts, hire and develop a team, and design the playbooks that power a high-velocity, data-driven customer journey.

You will lead the team, coach for proactive outreach, monitor health signals, and partner with RevOps to ensure accurate reporting and automation.