Customer Success Manager, Nooks
SMB-Scaled
+ Equity
AI-powered parallel dialer & virtual salesfloor
Be an early applicant
AI-powered parallel dialer & virtual salesfloor
21-100 employees
Be an early applicant
+ Equity
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
- 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
- 1+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey
- 1+ years of SDR 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
What the job involves
- Sales pipeline is critical for growing companies
- Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers
- There are ~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks, and many other tech companies have sizable SDR/BDR teams)
- In their day-to-day, SDR/BDRs spend time on 3 main activities:
- Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc
- Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo
- Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved
- Our SMB-Scaled Customer Success Managers use a scaled, digital 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 160+ 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
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Oct 2024
$43m
SERIES B
Apr 2024
$22m
SERIES A
Total funding: $70m
Company values
- Earn customer love - Nooks should be the tool our customers love the most. We earn customer love with every interaction, every detail, and every customer problem we solve
- Extreme ownership - We can all drive outcomes and enact change. We take responsibility, step out of our comfort zone, overcome obstacles, and do the hard work to deliver results
- Do more with less - Speed, efficiency, and ruthless prioritization are our competitive advantages. We ship & iterate quickly while wearing multiple hats. We can do anything, but not everything
- Ask why - Deeply understand customer problems. Question assumptions. We expect that others will ask “why” so we back up decisions with clear reasoning
- Energize & support the team - Energy is contagious. We aim to electrify everyone around us with our positivity & passion. We lead by example - no job is beneath us. We succeed as a team
- Be a good person - We want to work with high integrity people. Good things happen to good people. Be kind, humble, honest, ethical, and trustworthy. Act with empathy and choose ‘right’ over ‘easy’
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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