Customer Success Operations Manager

Who you are

You have a strong background in Customer Success Operations, with at least 5 years of experience in defining and scaling operational processes. You thrive in high-ownership environments and are comfortable shaping both strategy and execution. Your expertise in CRM administration, particularly with HubSpot, allows you to effectively manage customer health and performance metrics. You are a strategic partner to leadership, capable of translating insights into actionable plans that drive retention and expansion. You possess excellent communication skills, enabling you to collaborate effectively with cross-functional teams including Customer Success, Support, Sales, and Product leaders. You are detail-oriented and analytical, with a knack for identifying opportunities for improvement in customer success processes.

What you'll do

In this role, you will be responsible for defining and operating the systems that power Nooks’ Customer Success organization. You will design and implement metrics and forecasting tools that provide clarity and insights to the CS team. Your work will involve segmenting customer data to enhance operational execution and ensure the CS organization has the infrastructure needed to succeed. You will collaborate closely with CS leadership to manage post-sales performance and customer health, ensuring that the team is equipped to drive retention and expansion at scale. You will also be involved in training and mentoring team members on best practices in customer success operations. Your role will require you to stay updated on industry trends and best practices, continuously seeking ways to improve the customer experience and operational efficiency.

What we offer

At Nooks, you will be part of a dynamic team that is passionate about leveraging AI to enhance sales processes. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a collaborative environment where your contributions are valued and recognized. Join us in transforming the way sales teams operate and help us drive success for our customers.