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Nooks is an applied AI lab building the Agent Workspace for GTM, designing AI agents that operate across the full sales action set—from account strategy to prospect research and outreach. The company has raised $70M+ from top VCs including Kleiner Perkins and has tripled ARR annually for three consecutive years, serving over 1,500 customers including Notion, HubSpot, Cursor, and Rippling.
As a Customer Success Manager for Mid-Market/Enterprise accounts, you will manage a portfolio of approximately 40 accounts, ensuring customers maximize value from Nooks and achieve their business goals. You will own the full customer lifecycle: onboarding new customers with seamless integration into their sales processes, developing multi-threaded relationships with key stakeholders, conducting regular check-ins to share outcomes and identify optimization opportunities, and managing the renewal process.
Key responsibilities include analyzing customer usage metrics to identify upsell opportunities and proactively lead expansion conversations, monitoring customer health metrics to develop proactive intervention plans, assisting with technical support as needed, and serving as the voice of the customer by providing product feedback to the internal team. You will work across teams in a dynamic, fast-paced environment, wearing multiple hats to drive customer success and retention.
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 hands-on experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo
- Comfortable with data analytics and demonstrated ability to use data to proactively identify customer challenges
- Excellent written and verbal communication skills
- Self-starter with experience learning and working with rapidly-changing SaaS tools, ideally in an early-stage startup environment
- Demonstrated success taking ownership, working across teams, and thriving in dynamic, fast-paced settings
