nooks - Customer Success Manager, MM/ENT (EMEA)
Requirements
• 5+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record • 2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey • 2+ years of SDR or SDR management 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 • 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. • EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Responsibilities
• Manage a portfolio of ~40 mid-market and enterprise 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. • Develop and maintain multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals. • Conduct regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth. • 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. • Serve as the voice of the customer within Nooks, providing product feedback to ensure customer requirements are successfully met.
Benefits
• $175K – $200K • Offers Equity • Offers Commission • Thank you so much for your enthusiasm for Nooks! As we review your experience, we try to match you with roles that best reflect your skills. So, while we are eager to review your profile, we also ask our candidates to limit the application to 3 submissions within 90 days. • limit the application to 3 submissions within 90 days. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Please outline (very briefly) your portfolio in prior CSM roles (# accounts, total portfolio ARR, avg ARR per account). • How many years of experience do you have delivering B2B SaaS product training to end users? Hands-on delivery of SaaS product implementations? • How many years of B2B SaaS CSM experience do you have? • At which companies did you work directly with Sales/Sales Dev customer stakeholders? • How many years of SDR experience do you have? • What is your experience or familiarity with Sales tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo? • What experience do you have in high-growth, early-stage SaaS companies? • Decline to self identify • No, I am not a protected veteran • Yes, I identify as one or more of the classifications of a protected veteran • I don't wish to answer • I have a disability, or have had one in the past • I do not have a disability and have not had one in the past • I do not want to answer
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