Customer Success Manager, MM/ENT - Remote

Overview

The Customer Success Manager ensures mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience by developing strong relationships and guiding them throughout the customer journey.

In Short

• Manage a portfolio of ~40 mid-market and enterprise accounts.
• Onboard new customers and ensure seamless integration.
• Develop multi-threaded relationships to understand customer goals.
• Conduct regular check-ins to share outcomes and address issues.
• Analyze customer usage metrics for upsell opportunities.
• Monitor customer health metrics and develop proactive plans.
• Assist with Technical Support as needed.
• Provide product feedback based on customer needs.

Requirements

• 5+ years of B2B SaaS CSM experience with a successful renewals track record.
• 2+ years of customer onboarding and support experience.
• 2+ years of SDR or SDR management experience.
• Familiarity with Sales tech stack (Outreach, Salesforce, etc.).
• Comfortable with data analytics to identify customer challenges.
• Excellent written and verbal communication skills.
• Self-starter with experience in a rapidly-changing SaaS environment.
• Demonstrated success in a dynamic, fast-paced environment.

Benefits

• Competitive compensation relative to the market.
• Equity options.
• Generous perks and comprehensive benefits.