Maximize Customer Value

2 days ago

Marikina City, National Capital Region, Philippines beBeeCustomerSuccess Full time ₱3,000,000 - ₱5,000,000
Customer Success Expert

We are seeking a skilled Customer Success Expert to join our team. In this role, you will be responsible for ensuring mid-market and enterprise customers maximize their value from Nooks and are delighted with the experience.

This is a unique opportunity to make a meaningful impact on customer success and help drive business growth. As a Customer Success Expert, you will develop and maintain strong relationships with key stakeholders and help them achieve their business goals through Nooks solutions.

Key Responsibilities:
  • Manage a portfolio of ~40 mid-market and enterprise accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business.
  • Onboard new customers, ensuring a seamless integration of Nooks into their sales processes.
  • Develop and maintain multi-threaded relationships to ensure a deep understanding of customer business goals and a Nooks deployment that helps them achieve their goals.
  • Conduct regular customer check-ins to share Nooks outcomes, address any issues, and identify opportunities for optimization and growth.
  • Analyze customer usage metrics to identify Nooks features that might provide value and proactively lead upsell conversations.
  • Monitor customer health metrics and develop proactive plans to address areas of concern.
  • Assist with Technical Support for your customers as needed.
  • Serve as the voice of the customer within Nooks, providing product feedback to ensure customer requirements are successfully met.
Requirements:
  • 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.
  • Self-starter with experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup.
  • Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment.

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