Manager, Customer Success (SMB)

About the Company

Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, from account strategy to prospect research and outreach. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals.

Responsibilities

• Hire, onboard, and develop a growing team of SMB Customer Success Managers
• Coach CSMs on proactive outreach, data interpretation, and commercial conversations
• Own and improve playbooks, workflows, and tooling for high-volume scaled motions
• Define and monitor KPIs including CDR, GRR, time-to-value, and adoption rates
• Serve as the senior point of contact for escalated customer situations
• Drive a renewals process grounded in ROI to hit retention targets
• Translate churn signals and adoption gaps into actionable product feedback

Requirements

• 5+ years of Customer Success experience in B2B SaaS
• 2+ years of experience managing or leading a CS team
• Experience with high-volume, scaled CS motions and large account portfolios
• Strong data literacy with ability to interpret usage metrics and health scores
• Proven track record of hitting NRR/GRR targets
• Familiarity with CS tooling (Gainsight, Totango, ChurnZero) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
• Experience in sales tech or outbound sales space preferred
• Ability to operate in a fast-paced, early-stage environment