Manager, Customer Success (Commercial)

Coach CSMs to establish baseline metrics and success measures early. Use monthly check-ins to track results and quarterly business reviews with VP-level and more senior stakeholders to demonstrate value.

Ensure CSMs work closely with customer RevOps and Sales leaders to understand business goals and outbound strategy, then translate those priorities into how the customer uses Nooks.

Coach multithreading across five buyer personas at two organizational levels: Sales Development, Sales, RevOps, Marketing, and Executives. Proactively identify gaps in stakeholder coverage and help build the relationships needed to close them.

Use weak results to lead candid customer conversations and develop change management plans that address adoption and behavior gaps. Ensure strong results remain visible to multiple executive stakeholders throughout the relationship.

Ensure CSMs guide onboarding in partnership with the Deployment team, then take ownership of ongoing adoption and customer enablement.

Coach CSMs through renewal negotiations and seat expansion cycles, grounding commercial conversations in documented customer value.

Help CSMs identify opportunities across teams that do not yet use Nooks and partner with the Upsell team on cross-sell. Commercial drives a large share of Sequencer expansion, making opportunity identification and close partnership with Sales central to the role.

Own team retention and expansion performance, maintaining accurate forecasts and clear visibility into customer risk and growth opportunities.

Build and improve playbooks for adoption, renewals, and expansion. Use customer health data and rep feedback to test changes, measure their impact, and scale what works.

Support escalations and executive conversations, helping CSMs coordinate the right internal resources and follow through on customer commitments.

Represent the voice of Customer Success with Product, translating recurring customer needs, adoption barriers, and feedback into clear input for product decisions.

Prior experience leading a Commercial or mid-market Customer Success team.

Experience with sales technology or outbound sales is strongly preferred, along with familiarity with CRM and Customer Success systems.

Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.