Customer Success Manager, Nooks
$200-220k
+ Equity + Commission
Agent workspace for intelligent outbound
Open for applications
Agent workspace for intelligent outbound
201-500 employees
Open for applications
$200-220k
+ Equity + Commission
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 Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
- Experience with high-volume, scaled CS motions — you've managed teams handling large account portfolios and know what it takes to make that work operationally
- Strong data literacy: you're comfortable pulling, interpreting, and acting on usage metrics, health scores, and retention analytics — and you coach your team to do the same
- Proven track record of hitting or exceeding NRR/GRR targets as a team leader
- Experience in the sales tech or outbound sales space is strongly preferred — you understand the world your customers operate in
- Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
- Excellent communicator — you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
- A builder mentality: you're energized by creating structure where there isn't any, and you've shipped playbooks, processes, or programs that outlasted your direct involvement
- Comfortable operating in a fast-paced, early-stage environment where priorities evolve and the playbook is still being written
What the job involves
- Our SMB segment is one of the fastest-growing parts of Nooks, and we're looking for a Manager of Customer Success to lead and scale the team behind it. Each CSM on this team owns a portfolio of ~150 accounts, running a high-velocity, scaled motion that spans onboarding, adoption, renewals, and upsells — all with a strong data-driven foundation
- This role is for a builder and a coach. You'll be responsible for hiring and developing a team of SMB CSMs, designing the systems and playbooks that make the scaled motion work, and owning the team's retention and expansion performance. You'll set the standard for what great looks like — from how we use data to identify risk and opportunity, to how we run customer conversations at scale
- This is a player-coach role. You'll carry a team quota and be close to the work — in customer escalations, in deal reviews, and in the metrics that drive the business
- Team Leadership & Development
- Hire, onboard, and develop a growing team of SMB Customer Success Managers
- Coach CSMs on the skills that matter most in a scaled motion: proactive outreach, data interpretation, commercial conversations, and efficient execution
- Conduct regular 1:1s, call reviews, and performance conversations — translating metrics into clear development priorities for each CSM
- Build a team culture that balances urgency, ownership, and continuous improvement
- Scaled Motion & Operations
- Own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes
- Define and monitor the KPIs that matter: CDR, GRR, time-to-value, adoption rates, renewal conversion, and expansion pipeline
- Use customer health data and usage analytics to build early warning systems that keep churn low and expansion high
- Partner with RevOps to ensure the team has the reporting, tooling, and automation it needs to operate at scale
- Customer Outcomes
- Serve as the senior point of contact for escalated customer situations, setting the standard for how complex issues are resolved
- Drive a renewals process that starts early, is grounded in ROI, and consistently hits retention targets
- Build cross-functional alignment with Sales on expansion motions, ensuring CSMs are identifying and progressing upsell opportunities within their book
- Strategy & Voice of Customer
- Translate team-level patterns — churn signals, adoption gaps, friction points — into actionable product and process feedback for internal stakeholders
- Partner with the VP of Customer Success on segment strategy, team structure, and capacity planning as the SMB business scales
- Represent SMB customer needs in cross-functional forums, ensuring the scaled segment gets the resources and product investment it deserves
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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