Manager, Customer Success (SMB)

Nooks Platform Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• We are looking for a Manager of Customer Success to lead and scale the team behind our SMB segment, which is one of the fastest-growing parts of Nooks.
• The Manager of Customer Success will be responsible for hiring and developing a team of SMB Customer Success Managers, designing the systems and playbooks that make the scaled motion work, and owning the team's retention and expansion performance.
• This role is for a builder and a coach, and the Manager of Customer Success will set the standard for what great looks like — from how we use data to identify risk and opportunity, to how we run customer conversations at scale.
• The Manager of Customer Success will carry a team quota and be close to the work — in customer escalations, in deal reviews, and in the metrics that drive the business.
• The Manager of Customer Success will own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes.
• The Manager of Customer Success will define and monitor the KPIs that matter: CDR, GRR, time-to-value, adoption rates, renewal conversion, and expansion pipeline.
• The Manager of Customer Success will use customer health data and usage analytics to build early warning systems that keep churn low and expansion high.
• The Manager of Customer Success will partner with RevOps to ensure the team has the reporting, tooling, and automation it needs to operate at scale.
• The Manager of Customer Success will serve as the senior point of contact for escalated customer situations, setting the standard for how complex issues are resolved.
• The Manager of Customer Success will drive a renewals process that starts early, is grounded in ROI, and consistently hits retention targets.
• The Manager of Customer Success will build cross-functional alignment with Sales on expansion motions, ensuring CSMs are identifying and progressing upsell opportunities within their book.
• The Manager of Customer Success will translate team-level patterns — churn signals, adoption gaps, friction points — into actionable product and process feedback for internal stakeholders.
• The Manager of Customer Success will partner with the VP of Customer Success on segment strategy, team structure, and capacity planning as the SMB business scales.
• The Manager of Customer Success will represent SMB customer needs in cross-functional forums, ensuring the scaled segment gets the resources and product investment it deserves.

🎯 Requirements

• 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
• Experience with high-volume, scaled CS motions — you've managed teams handling large account portfolios and know what it takes to make that work operationally
• Strong data literacy: you're comfortable pulling, interpreting, and acting on usage metrics, health scores, and retention analytics — and you coach your team to do the same
• Proven track record of hitting or exceeding NRR/GRR targets as a team leader
• Experience in the sales tech or outbound sales space is strongly preferred — you understand the world your customers operate in
• Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
• Excellent communicator — you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
• A builder mentality: you're energized by creating structure where there isn't any, and you've shipped playbooks, processes, or programs that outlasted your direct involvement
• Comfortable operating in a fast-paced, early-stage environment where priorities evolve and the playbook is still being written

🏖️ Benefits

• Competitive compensation
• Equity
• Generous perks
• Comprehensive benefits

Skills & Technologies

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Nooks Platform Inc.

Visit Website

About Nooks Platform Inc.

Nooks Platform Inc. provides an AI-powered sales development platform that automates prospecting workflows for B2B teams. The product combines auto-dialing, parallel dialing, AI call coaching, call analytics, and CRM sync to help reps reach more leads, increase connect rates, and book meetings faster. It integrates with Salesforce, HubSpot, Outreach, and other sales tools to streamline sequences, surface live intent signals, and surface coaching insights from conversation data. Founded in 2020 and headquartered in San Francisco, the company serves high-growth SaaS and tech companies seeking to scale outbound pipeline generation without proportionally growing headcount.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.