Customer Success Manager, SMB

What is Nooks?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest.

The problem we solve

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:

1. Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
2. 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.
3. Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved.

Much of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more!

Nooks today

Our customers use Nooks for most of their day (avg ~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls:

• AI dialer: automates the manual parts of the calling process: skipping answering machines, leaving voicemails, taking notes, logging calls, even figuring out what to say on a call
• Analytics: we record, transcribe, and analyze every call. Since these are all outbound calls with little context, these calls follow similar structure - opener, pitch, questions/objections, ask for meeting, etc. So we can answer questions like: “which reps struggle to book the meeting with prospects who showed interest” or “what are the most common objections across each of our key personas”
• Salesfloor: sales reps & managers can work together throughout the day, listen to each others’ calls, give real-time advice, coaching, shadowing, onboarding, training.

Teams that use Nooks often see a 2-3x increase in reps’ productivity within weeks! And we’re working on adding prospecting / research workflows (to-be-announced soon!)

The role

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. 

Responsibilities

• Manage a portfolio of 100+ 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.

Requirements

• Sales domain expertise and experience working with GTM stakeholders is critical.
• 2+ 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 
• Experience using a CS platform is a bonus

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.