Nooks Customer Success Advocate

21 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱4,500,000 - ₱7,500,000
Job Overview

We are seeking a seasoned customer advocate to oversee the successful adoption and renewal of Nooks among mid-market and enterprise customers.

This role entails guiding stakeholders throughout the customer journey, onboarding new customers, proactively addressing adoption challenges, supporting the customer journey with thought-leadership content, and running the renewal process.

The ideal candidate thrives on wearing multiple hats as they navigate complex customer relationships, maximizing value for customers in their portfolio.

Key Responsibilities
  • Managing a portfolio of ~40 mid-market and enterprise accounts, ensuring seamless integration of Nooks into customers' sales processes.
  • Developing and maintaining multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals.
  • Conducting regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth.
  • Analyzing customer usage metrics to identify Nooks features that might provide value and proactively leading upsell conversations.
  • Monitoring customer health metrics and developing proactive plans to address areas of concern.
Requirements

To be successful in this role, you will need:

  • 5+ years of B2B SaaS CSM experience managing a portfolio of 40+ accounts with a successful renewals track record.
  • 2+ years of customer onboarding and support experience, ensuring easy access to relevant resources throughout the customer journey.
  • 2+ years of SDR or SDR management experience.
  • Familiarity with Sales tech stack and experience with tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo.
  • Comfortable with data analytics and experience using data to proactively identify customer challenges.
  • Excellent written and verbal communication skills.
  • A self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup.

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