Customer Success Manager, Nooks
Mid Market/Enterprise
$170-190k
+ Equity & Commissions
More information about location
Agent workspace for intelligent outbound
Open for applications
Agent workspace for intelligent outbound
201-500 employees
Open for applications
$170-190k
+ Equity & Commissions
More information about location
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
- 5+ years of B2B SaaS CSM experience managing a portfolio of 20+ 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
- 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
- Please note if you are PST we will require 3x/week in our San Francisco office
What the job involves
- Our Customer Success Managers ensure mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience
- They develop and maintain strong, multi-threaded relationships with key stakeholders and help them achieve their business goals through Nooks solutions
- This role is for someone who thrives on wearing multiple hats as they guide their stakeholders throughout the customer journey … onboarding new customers, proactively addressing adoption challenges, supporting the customer journey with thought-leadership 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
- Manage a portfolio of ~20 mid-market and enterprise accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business
- Own the full customer lifecycle including renewal negotiations, upsell, and cross-sell motions, consistently achieving net revenue retention targets across your portfolio
- 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
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, analyze 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 benefits
- Health insurance: Comprehensive health insurance plans, including medical, dental, and vision coverage, to ensure you and your family have access to quality care.
- Catered lunch and dinner: Our office provide expensed lunches, dinners, snacks, and drinks.
- Unlimited paid time off: Unlimited paid time off, allowing you to take the time you need to recharge.
- Parental leave: 12-weeks (birthing) and 8-weeks (non-birthing) fully paid parental leave to bond with a newborn child or newly adopted or fostered child.
- Equity incentive plan: Giving you more flexibility to exercise stock options and participate in the company’s growth based on tenure at Nooks.
- Work from home stipend: Reimbursed home office equipment and supplies expenses, ensuring you have the tools needed for productivity.
- Commuter benefits: Subsidies for public transportation and parking, to make your daily commute more convenient and affordable.
- Annual offsite: Annual offsite event to foster team bonding, celebrate achievements, and align on company goals.
Company HQ
Polk Gulch, San Francisco, CA
Leadership
Rohan Suri
(Co-Founder & CPO)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 Lee
(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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