Customer Success Manager, Nooks
SMB
+ Equity
More information about location
AI-powered parallel dialer & virtual salesfloor
Open for applications
AI-powered parallel dialer & virtual salesfloor
21-100 employees
Open for applications
+ Equity
More information about location
21-100 employees
Company mission
To automate this grunt work so salespeople can focus on the human parts of the job.
Role
Who you are
- 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
What the job involves
- 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
- 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
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, the latest of which is being channelled into expanding operations and business reach.
Freddie
Company Specialist at Welcome to the Jungle
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
(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
(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
(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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