Manager of Customer Success, Nooks

• 5+ years in B2B SaaS Customer Success, including at least 2 years of people management
• Experience running Commercial or mid-market deal cycles, including renewal negotiations and expansion conversations for accounts worth $100K annually
• A record of delivering team retention and expansion results, with strong judgment around account risk, forecasting, and commercial opportunities
• Demonstrated ability to build executive relationships and coach multithreading across functions and organizational levels
• Strong product fluency and analytical judgment. You can connect customer goals, usage data, and business results, and coach CSMs to use that evidence in commercial conversations
• Experience leading customer change management when adoption or results fall short, including securing leadership support for changes in team behavior
• Experience building and improving CS playbooks, processes, or programs, with measurable impact on customer outcomes or team effectiveness

Desirable

• We’re hiring a Manager of Customer Success to lead a growing Commercial team. Commercial is our fastest-expanding segment by net dollar retention, with substantial opportunity to bring new teams and products into existing accounts
• You’ll initially lead a group of existing CSMs and be responsible for hiring the remainder of the team. You’ll combine hands-on coaching with building and improving the playbooks and workflows that help CSMs capture customer value and turn it into retention and expansion
• This is a dedicated people management role with no individual account book. You’ll stay close to customers through coaching, executive relationship building, and escalations, and represent Customer Success in conversations with our Product organization
• Team leadership and development:
• Hire, onboard, and develop Commercial CSMs as the team grows
• Use regular 1:1s, call reviews, and account reviews to coach performance and establish clear development priorities
• Build the team’s product expertise so CSMs can improve customer workflows and adoption after onboarding, connecting Nooks capabilities to customer goals
• Customer value and executive relationships:
• Coach CSMs to establish baseline metrics and success measures early. Use monthly check-ins to track results and quarterly business reviews with VP-level and more senior stakeholders to demonstrate value
• Ensure CSMs work closely with customer RevOps and Sales leaders to understand business goals and outbound strategy, then translate those priorities into how the customer uses Nooks
• Coach multithreading across five buyer personas at two organizational levels: Sales Development, Sales, RevOps, Marketing, and Executives. Proactively identify gaps in stakeholder coverage and help build the relationships needed to close them
• Use weak results to lead candid customer conversations and develop change management plans that address adoption and behavior gaps. Ensure strong results remain visible to multiple executive stakeholders throughout the relationship
• Renewals and expansion:
• Ensure CSMs guide onboarding in partnership with the Deployment team, then take ownership of ongoing adoption and customer enablement
• Coach CSMs through renewal negotiations and seat expansion cycles, grounding commercial conversations in documented customer value
• Help CSMs identify opportunities across teams that do not yet use Nooks and partner with the Upsell team on cross-sell. Commercial drives a large share of Sequencer expansion, making opportunity identification and close partnership with Sales central to the role
• Building and scaling Commercial CS:
• Own team retention and expansion performance, maintaining accurate forecasts and clear visibility into customer risk and growth opportunities
• Build and improve playbooks for adoption, renewals, and expansion. Use customer health data and rep feedback to test changes, measure their impact, and scale what works
• Support escalations and executive conversations, helping CSMs coordinate the right internal resources and follow through on customer commitments
• Represent the voice of Customer Success with Product, translating recurring customer needs, adoption barriers, and feedback into clear input for product decisions