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Manager, Customer Success (SMB)

Nooks· Customer Success & Support
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Hybrid (San Francisco)$200k - $220kFull-timePosted 3mo ago

About the role

Manager of Customer Success leading and scaling the SMB team, owning a portfolio of ~150 accounts with a data-driven, high-velocity motion covering onboarding, adoption, renewals, and upsells.

Responsibilities

  • Hire, onboard, and develop a growing team of SMB Customer Success Managers
  • Coach CSMs on proactive outreach, data interpretation, commercial conversations, 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 continuously improve playbooks, workflows, and tooling for 150 accounts per CSM
  • Define and monitor KPIs: CDR, GRR, time-to-value, adoption rates, renewal conversion, expansion pipeline
  • Use health data and usage analytics to build early warning systems to reduce churn and drive expansion
  • Partner with RevOps for reporting, tooling, and automation at scale
  • Serve as senior point of contact for escalated situations and drive ROI-based renewals
  • Build cross-functional alignment with Sales on expansion opportunities
  • Translate team patterns into actionable product/process feedback for stakeholders
  • Partner with VP of CS on segment strategy, team structure, and capacity planning
  • Represent SMB needs in cross-functional forums to secure resources and product investment

Qualifications

  • 5+ years of Customer Success experience in B2B SaaS
  • At least 2 years managing or leading a CS team
  • Experience with high-volume, scaled CS motions
  • Strong data literacy and ability to coach teams on metrics
  • Proven track record of hitting or exceeding NRR/GRR targets
  • Experience in sales tech or outbound sales space preferred
  • Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, etc.) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
  • Excellent communicator across coaching and executive contexts
  • Builder mentality with experience shipping durable playbooks or programs
  • Comfortable in fast-paced, early-stage environments with evolving priorities

Skills

Required:Leadership and team developmentData-driven decision makingAccount management at scale

Benefits

  • Equity
  • Generous perks
  • Comprehensive benefits
Last updated Jul 15, 2026. Interested? Apply on the company site.

About Nooks

Superhuman Selling

Boost connects and double pipeline with Nooks, the AI parallel dialer and pipeline engine built for modern sales and SDR teams.

Outbound ProspectingParallel DialingCoachingSalesAI
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