About the role
About Nooks.ai : Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like Hubspot, Rippling, and hundreds more. We’re a team of high performers raising over $70M from top VCs, including Kleiner Perkins, which made its first sales-tech investment in over 10 years by investing in Nooks. Over the past two years, we’ve grown ARR by 4x and then 3x, and we plan to 3x it again this year. For more information, visit Nooks.ai .
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. This person will be managing accounts in EST/EMEA, so we will only be considering candidates in EST.
Responsibilities Manage a portfolio of 150 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