Customer Success Manager, Commercial (Hybrid)

The role

Our Commercial Customer Success Managers ensure customers are maximizing their value from Nooks and are delighted with the experience. This role is for someone who thrives on wearing multiple hats … onboarding new customers, proactively reaching out to customers with adoption challenges, supporting the customer journey with high-value content, and running the renewal process. Customer value is the key to successful renewals and expansions, and our CSMs focus relentlessly on maximizing the value for customers in their portfolio using a scaled approach. This is a hybrid role in our San Francisco office 3x/week to continue to cultivate a fun and inclusive office culture.

Responsibilities

• Manage a portfolio of ~45 commercial accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business. - Onboard new customers, ensuring a seamless integration of Nooks into their sales processes. - Analyze customer usage metrics to identify Nooks features that might provide value and proactively lead upsell conversations. - Monitor customer health metrics and develop proactive plans to address areas of concern. - Assist with Technical Support for your customers as needed. - Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently. - Serve as the voice of the customer within Nooks, providing product feedback to ensure commercial customer requirements are successfully met. ##