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Nooks is an applied AI lab building an Agent Workspace for GTM, with AI agents that automate sales workflows from account strategy to prospect research and outreach. The company serves over 1,500 customers including Notion, HubSpot, Cursor, and Rippling, has raised $70M+ from top VCs like Kleiner Perkins, and has tripled ARR annually for three consecutive years.
You will lead a growing Commercial Customer Success team, which is the company's fastest-expanding segment by net dollar retention. You'll initially manage existing CSMs and hire additional team members as the team scales. This is a dedicated people management role with no individual account book.
Key responsibilities include hiring, onboarding, and developing Commercial CSMs; coaching performance through 1:1s, call reviews, and account reviews; building product expertise across the team; establishing baseline success metrics and conducting quarterly business reviews with VP-level stakeholders; coaching CSMs to multithreaded across five buyer personas at two organizational levels (Sales Development, Sales, RevOps, Marketing, and Executives); leading candid customer conversations when results are weak and developing change management plans; ensuring CSMs guide onboarding and own ongoing adoption and customer enablement; coaching CSMs through renewal negotiations and seat expansion cycles; identifying cross-sell opportunities and partnering with the Upsell team; maintaining accurate forecasts and visibility into customer risk and growth; building and improving playbooks for adoption, renewals, and expansion; supporting escalations and executive conversations; and representing Customer Success with Product to translate customer needs and feedback into product decisions.
REQUIREMENTS:
- 5+ years in B2B SaaS Customer Success, including at least 2 years of people management
- Experience running Commercial or mid-market deal cycles, including renewal negotiations and expansion conversations for accounts worth $100K annually
- Record of delivering team retention and expansion results, with strong judgment around account risk, forecasting, and commercial opportunities
- Demonstrated ability to build executive relationships and coach multithreading across functions and organizational levels
- Strong product fluency and analytical judgment; ability to connect customer goals, usage data, and business results, and coach CSMs to use that evidence in commercial conversations
- Experience leading customer change management when adoption or results fall short, including securing leadership support for changes in team behavior
- Experience building and improving CS playbooks, processes, or programs, with measurable impact on customer outcomes or team effectiveness
NICE TO HAVE:
- Prior experience leading a Commercial or mid-market Customer Success team
- Experience with sales technology or outbound sales; familiarity with CRM and Customer Success systems
