About the role
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 SMB segment is one of the fastest-growing parts of Nooks, and we're looking for a Manager of Customer Success to lead and scale
the team behind it. Each CSM on this team owns a portfolio of ~150 accounts, running a high-velocity, scaled motion that spans onboarding, adoption, renewals, and upsells — all with a strong data-driven foundation. This role is for a builder and a coach. You'll be responsible for hiring and developing a team of SMB CSMs, designing the systems and playbooks that make the scaled motion work, and owning
the team's retention and expansion performance. You'll set the standard for what great looks like — from how we use data to identify risk and opportunity, to how we run customer conversations at scale. This is a player-coach role. You'll carry a team quota and be close to the work — in customer escalations, in deal reviews, and in the metrics that drive the business.
RESPONSIBILITIES Team Leadership & Development Hire, onboard, and develop a growing team of SMB Customer Success Managers Coach CSMs on the skills that matter most in a scaled motion: proactive outreach, data interpretation, commercial conversations, and efficient execution Conduct regular 1:1s, call reviews, and performance conversations — translating metrics into clear development priorities for each CSM Build a team culture that balances urgency, ownership, and continuous improvement Scaled Motion & Operations Own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes Define and monitor the KPIs that matter: CDR, GRR, time-to-value, adoption rates, renewal conversion, and expansion pipeline Use customer health data and usage analytics to build early warning systems that keep churn low and expansion high Partner with RevOps to ensure