Customer Success Manager, Commercial (EST)
At a glance
Mid-level Customer Success role at Nooks. Remote, United States · full-time · $135,000–$153,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage roughly 45 commercial accounts, increasing customer value and supporting successful renewals
- Bring new customers through implementation and connect Nooks with their sales workflows
- Use usage and health data to spot adoption problems, plan interventions, and open upsell discussions
- Provide customer support, share product feedback, and help build scalable retention processes
What you bring
- At least two years managing forty or more B2B SaaS accounts as a CSM, with renewals you can point to
- At least two years handling product implementation, onboarding, and customer support
- At least one year working as an SDR, plus familiarity with sales tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
- You can use customer data to find problems early and communicate clearly in writing and conversation
Who this fits
You'll suit a hands-on CSM role that combines onboarding, adoption work, support, renewals, and expansion. The job favors someone comfortable learning a changing SaaS product, taking ownership, collaborating across teams, and switching between responsibilities. It is remote within the United States, with a preference for working from the San Francisco office three days each week.
From the employer
About Nooks.ai:
Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, from account strategy to prospect research and outreach. Building 0→1 has never been easier, but selling at the speed of the market remains the last frontier for AI. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals.
Today, over 1,500 customers run on Nooks, including Notion, HubSpot, Cursor, and Rippling. We’ve raised $70M+ from top VCs like Kleiner Perkins, which made its first sales-tech investment in over a decade with us. Since then, we’ve tripled ARR each year for 3 years running and grown a high-caliber team turning the art of sales into a scalable science.
The role
Our Commercial Customer Success Managers 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.
We would prefer this person to be in our new San Francisco office 3x/week to continue to cultivate a fun and inclusive office culture.
Responsibilities
Manage a portfolio of ~45 commercial 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 commercial customer requirements are successfully met.
Requirements
2+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record
2+ years of product implementation, and 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
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
Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.
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