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Nooks is an applied AI lab building the Agent Workspace for GTM, with AI agents that automate the full sales action set from account strategy to prospect research and outreach. The company has raised $70M+ from top VCs including Kleiner Perkins, serves over 1,500 customers (including Notion, HubSpot, Cursor, and Rippling), and has tripled ARR annually for three consecutive years.
As a Customer Success Manager for SMB accounts, you will manage a portfolio of approximately 150 SMB customers, using a scaled approach to ensure they maximize value from the Nooks platform. Your responsibilities include onboarding new customers with seamless integration into their sales processes, analyzing customer usage metrics to identify feature adoption opportunities and lead upsell conversations, monitoring customer health metrics to develop proactive retention plans, and supporting the renewal process. You'll also assist with technical support as needed, help develop scaled CSM processes for the SMB segment, and serve as the voice of the customer by providing product feedback to the team.
This is a hybrid role requiring 3 days per week in the San Francisco office. You'll work in a dynamic, fast-paced environment where you wear multiple hats and take ownership across teams. The ideal candidate has 1+ years of SDR experience, 1+ years of customer onboarding/support with B2B SaaS tools, strong sales domain expertise, hands-on experience with sales engagement platforms (Outreach, Salesloft, HubSpot), comfort with data analytics, and a track record of success in early-stage startup environments. Preferred qualifications include 1+ years of CSM experience managing 100+ account portfolios with proven renewal success.
