Customer Success Manager, SMB

Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, from account strategy to prospect research and outreach. Building 0→1 has never been easier, but selling at the speed of the market remains the last frontier for AI. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals.

Today, over 1,500 customers run on Nooks, including Notion, HubSpot, Cursor, and Rippling. We’ve raised $70M+ from top VCs like Kleiner Perkins, which made its first sales-tech investment in over a decade with us. Since then, we’ve tripled ARR each year for 3 years running and grown a high-caliber team turning the art of sales into a scalable science.

The role

Our SMB Customer Success Managers use a scaled approach to ensure customers are maximizing their value from Nooks and are delighted with the experience. 

This role is for someone who thrives on wearing multiple hats … onboarding new customers, proactively reaching out to customers with adoption challenges, supporting the customer journey with high-value content, and running the renewal process. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio using a scaled approach. 

This person will be managing accounts in EST/EMEA, so we will only be considering candidates in EST.

Responsibilities

• Manage a portfolio of 150 SMB accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business.

• Onboard new customers, ensuring a seamless integration of Nooks into their sales processes.

• 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.

• Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently. 

• Serve as the voice of the customer within Nooks, providing product feedback to ensure SMB customer requirements are successfully met.

Requirements

• 1+ years of SDR experience

• 1+ years of customer onboarding and support experience with a B2B SaaS tool

• Sales domain expertise and experience working with Sales/Sales Development stakeholders is critical

• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred

• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot and familiarity with Sales tech stack

• 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 

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.

Equal Employment Opportunity Statement

Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.