Nooks AI
Manager, Customer Success (SMB)
San Francisco
Sponsorship not specifiedDetected 14 days ago
Agentic AIHubSpotSalesforceSalesOutbound SalesCustomer SuccessResearchLeadershipMentoring
About the role
- 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.
Responsibilities
- Hire, onboard, and develop a growing team of SMB Customer Success Managers
- Build a team culture that balances urgency, ownership, and continuous improvement
- Own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes
- Partner with RevOps to ensure the team has the reporting, tooling, and automation it needs to operate at scale
- Drive a renewals process that starts early, is grounded in ROI, and consistently hits retention targets
- Build cross-functional alignment with Sales on expansion motions, ensuring CSMs are identifying and progressing upsell opportunities within their book
- Partner with the VP of Customer Success on segment strategy, team structure, and capacity planning as the SMB business scales
Requirements
- 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
- Experience with high-volume, scaled CS motions - you've managed teams handling large account portfolios and know what it takes to make that work operationally
- Proven track record of hitting or exceeding NRR/GRR targets as a team leader
- Excellent communicator - you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
Skills
- Conduct regular 1:1s, call reviews, and performance conversations - translating metrics into clear development priorities for each CSM
Compensation
- We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission.
Benefits
- Use customer health data and usage analytics to build early warning systems that keep churn low and expansion high
Company info
- Experience in the sales tech or outbound sales space is strongly preferred - you understand the world your customers operate in
Equal opportunity
- 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.
Apply directly at Nooks AI →Create a free account for alerts like thisView Nooks AI immigration profile
This listing is sourced directly from Nooks AI's careers page and normalized into a canonical job model.