Manager, Customer Success – SMB

Nooks

Manager of Customer Success at Nooks.ai leading and scaling a team for one of their fastest-growing segments. Focusing on onboarding, adoption, renewals, and upsells with a data-driven approach.

Posted 7/7/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $200,000 - $220,000 per yearWebsite

About the role

Key responsibilities & impact

Hire, onboard, and develop a growing team of SMB Customer Success Managers
Coach CSMs on proactive outreach, data interpretation, and efficient execution
Conduct regular 1:1s, call reviews, and performance conversations
Build a team culture that balances urgency, ownership, and continuous improvement
Own and improve playbooks, workflows, and tooling for CSMs
Define and monitor KPIs such as CDR, GRR, time-to-value
Use customer health data to build early warning systems to keep churn low
Serve as the senior point of contact for escalated customer situations
Drive a renewals process that meets retention targets
Build cross-functional alignment with Sales on expansion motions
Translate team-level patterns into actionable feedback for internal stakeholders

Requirements

What you’ll need

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
Strong data literacy
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
Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
Excellent communicator
A builder mentality
Comfortable operating in a fast-paced, early-stage environment

Benefits

Comp & perks

Competitive compensation
Offers Equity
Offers Commission

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success ExperienceB2B SaaSKPI MonitoringChurn ReductionPerformance Management

Soft Skills

Excellent CommunicationCoachingTeam BuildingOwnershipAdaptability