Customer Success Manager - MM/ENT

October 25

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🗽 H1B Visa Sponsor

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• Manage a portfolio of ~40 mid-market and enterprise 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. • 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.

Requirements

• 5+ years of B2B SaaS CSM experience managing a portfolio of 40+ 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 • 2+ years of SDR or SDR management experience • 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 • Experience using a CS platform is a bonus