- The team: Nooks is ~30 people. Engineering & product are mostly in SF and go to our office 2-3x/week. The go-to-market team is distributed across the U.S.
- The founders (Dan, Rohan, and Nikhil) met studying AI at Stanford, have published in top AI journals, Forbes 30u30, worked at Scale AI, Tesla Autopilot, etc.
- The engineering team has won international math & physics olympiads, has experience at Google, Facebook, Slack, Quora, Scale AI, Bolt, Snap, Flexport, and other fast-growing startups.
- The sales team have been top-performers at companies like Gong, Amplitude, LeadIQ, and Orum.
- Fast growth: We've grown $0 → >$3M ARR in 20 months. We grew 4x in 2023 and expect to 3x by EOY 2024.
- Prospecting & research - identify a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
- Email & LinkedIn messaging - write messages to those contacts to convey the problem and pitch your product. The goal is for them to book a demo
- Calling - Live phone conversations often have higher conversion than emails because they're more personal, but there's a lot more manual work involved
- AI dialer - automates the manual parts of the calling process: skipping answering machines, leaving voicemails, taking notes, logging calls, even figuring out what to say on a call
- Analytics - we record, transcribe, and analyze every call. Since these are all outbound calls with little context, these calls follow similar structure - opener, pitch, questions/objections, ask for meeting, etc. So we can answer questions like: "which reps struggle to book the meeting with prospects who showed interest" or "what are the most common objections across each of our key personas"
- Salesfloor - sales reps & managers can work together throughout the day, listen to each others' calls, give real-time advice, coaching, shadowing, onboarding, training.
- Manage a tech touch/scaled customer success solution.
- Develop and maintain strong relationships with customers, understanding their business goals and helping them achieve these goals through Nooks' solutions.
- Onboard new clients, ensuring a seamless integration of Nooks' solutions into their sales processes.
- Conduct regular check-ins with clients to assess satisfaction, address any issues, and identify opportunities for growth and optimization.
- Collaborate with the sales team to identify expansion opportunities within the existing customer base.
- Provide feedback to the product development team based on customer input and evolving needs.
- Develop and implement strategies for customer retention and success, including training materials and usage best practices.
- Monitor customer health metrics and develop action plans to address areas of concern.
- Serve as the voice of the customer within Nooks, influencing product development and business strategies.
- 1+ year of experience in customer success, account management, or a similar role in a B2B SaaS environment.
- Strong interpersonal and communication skills, with the ability to engage effectively with various stakeholders.
- Proven track record of driving customer satisfaction, retention, and expansions.
- Ability to understand and articulate technical concepts and derive solutions.
- Excellent problem-solving skills, with a proactive approach to addressing customer issues.
- Familiarity with CRM tools and SEPs.
- Prior content marketing experience.
- Experience as an SDR/BDR and familiar with cold calling
- Familiar with Outreach, Salesloft, Salesforce, and HubSpot.
- Worked with a Customer Success Platform such as Vitally, Planhat, or ChurnZero
- Passion for technology and innovation, with a keen interest in AI and sales productivity tools.
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Customer Success Manager, Tech Touch - Remote, United States - Nooks
3 weeks ago
Description
What is Nooks?
Nooks is a platform transforming sales reps from manual laborers to scientists. With today's technology, sales reps shouldn't need to manually write hundreds of emails, research hundreds of websites/linkedins, and make hundreds of calls. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation and real-time collaboration, Nooks can do the rest.
About Nooks
The problem
Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR's in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams)
In their day-to-day, SDR/BDRs spend time on 3 main activities:
Most of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, etc.
Nooks today
Our customers use Nooks for most of their day (avg ~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls:
Teams that use Nooks often see a 2-3x increase in reps' productivity within weeks And we're working on adding prospecting / research workflows (to-be-announced soon)The role
We're looking for a Customer Success Manager to focus on our SMB customers.
Responsibilities
Requirements
Bonus if you have
We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to market. In compliance with pay transparency laws and in pursuit of pay equity and fairness, we publish salary ranges for our open roles. The target base salary range for this role is $80,000 - $95,000 (+ $25k OTE). On top of this, we also offer equity, generous perks and comprehensive benefits.
