Customer Success Operations Manager, Nooks
$140-180k
+ Equity
AI-powered parallel dialer & virtual salesfloor
Open for applications
AI-powered parallel dialer & virtual salesfloor
201-500 employees
Open for applications
$140-180k
+ Equity
201-500 employees
Company mission
To automate this grunt work so salespeople can focus on the human parts of the job.
Role
Who you are
- Please note: HubSpot Sales Hub and/or Service Hub experience is strongly preferred. Candidates with deep CRM administration experience and a demonstrated ability to quickly learn HubSpot will also be considered
- 4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility
- Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
- Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs
- Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
- Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
- Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
- Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
- Comfort operating with ambiguity and shaping structure where none exists
- Builder mindset with a bias toward action and measurable impact
- Deep empathy for customer-facing teams and a strong investment in their success
What the job involves
- The Customer Success Operations Manager is a senior individual contributor role responsible for defining, operating, and scaling the systems, insights, and processes that power Nooks’ Customer Success organization
- This role serves as a strategic partner to CS leadership, with clear ownership over post-sales performance management, customer health, and operational execution
- You will design how Customer Success runs — from metrics and forecasting to segmentation, tooling, and operating cadence — and ensure the CS org has the clarity, infrastructure, and insights needed to drive retention and expansion at scale
- This role is ideal for someone with a strong CS Operations background who thrives in high-ownership environments and is comfortable shaping both strategy and execution
- You will report to the Vice President of Revenue Operations and work closely with Customer Success, Support, Sales, and Product leaders
- Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
- Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
- Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
- Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
- Ensure accuracy, consistency, and trust in CS data across all systems of record
- Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
- Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
- Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
- Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
- Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
- Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
- Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
- Help to build and scale digital success programs across customer segments
- Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness
Our take
For many businesses, the rise in hybrid and remote working has lessened team building and collaboration within their teams. Nooks was founded in 2020, initially as a virtual space for sales teams to collaborate and work in real-time, and to feel like they're working in the same room as their colleagues.
Nooks evolved from that social workflow premise and developed an AI dialer to automate manual tasks for sales teams. It also has a "Call Analytics" tool for sales teams to transcribe, analyse and improve upon their calls. Meanwhile, its virtual salesfloor still makes collaborating, team building and training easier for virtual teams.
While Nooks is up against large workflow management platforms such as Slack, its tight focus on sales teams lets it stand out. This speciality has led to several rounds of funding for Nooks, two of which came in 2024 off the back of massive momentum and growth for the company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2024
$43m
SERIES B
Apr 2024
$22m
SERIES A
Total funding: $70m
Company HQ
Polk Gulch, San Francisco, CA
Leadership
Rohan Suri
(Co-Founder & Sales Leader)Previously a Software Engineering Intern at Forethought, and ML Engineer Intern at Cerebras Systems. Was also a Machine Learning Researcher at Stanford Artificial Intelligence Laboratory and a Cybersecurity Intern at Visa.
Nikhil Cheerla
(Co-Founder & CTO)Previously an ML Engineer at Tesla. Was also a Vision Lab Research Intern at Stanford University, and Engineering Intern at Lyft and Quora.
Dan L
(Co-Founder & CEO)Previously a Machine Learning Engineer at Scale AI. Worked in Quantitative Strategies at IEX Group and ML Research at Cerebras Systems.
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