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 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.

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:

1. Prospecting & research - identify a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
2. 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
3. Calling - Live phone conversations often have higher conversion than emails because they're more personal, but there's a lot more manual work involved

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:

• 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.

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 Head of Customer Success to lead and champion our customer-centric culture. As a player-coach , you will be responsible for building and scaling a high-performing team, driving customer success, and ensuring our customers maximize the value they receive from Nooks' solutions. We are looking for someone who shares our enthusiasm for building a world-class product and exceeding customer expectations.

You Are:

• A strong Customer Success leader , with a proven track record of building and scaling successful customer success teams
• Someone who thrives in a fast-paced, dynamic environment and that's comfortable wearing multiple hats. You've demonstrated this through at least one stint at an early-stage startup that was scaling/going through a significant phase of growth.
• Able to take a customer success program from a nascent to a fairly mature stage.
• Focused on getting things done and achieving results.
• Someone who deeply understands the role of an SDR and the challenges they face.
• A player-coach - you can not only lead the team but also roll up your sleeves to tackle individual contributor tasks, particularly with our largest accounts, when needed.
• Someone with a hunger to learn and grow, as demonstrated by your career trajectory.

Responsibilities:

• Build and lead a high-performing customer success team, fostering a culture of collaboration, ownership, and continuous improvement.
• Develop and implement a comprehensive customer success strategy aligned with Nooks' overall business goals.
• Develop and maintain strong relationships with customers, becoming a trusted advisor and understanding their unique business needs.
• Onboard new clients, ensuring a smooth and successful integration of Nooks' solutions.
• Proactively manage customer health and identify opportunities for growth and expansion.
• Collaborate with the sales team to identify upsell and cross-sell opportunities.
• Work closely with the product development team to ensure solutions are meeting customer needs and provide valuable feedback based on customer usage data.
• Champion best practices in customer success and develop training programs and resources for the team.
• Analyze customer data and identify trends to inform strategic decision-making.
• Serve as the voice of the customer within Nooks, influencing product development and business strategies.

Requirements:

• 5+ years of experience in customer success, account management, or a similar role in a B2B SaaS environment.
• Proven track record of driving demonstrable results in customer success, including increased customer satisfaction, retention, and growth.
• Strong business acumen and understanding of SaaS metrics (e.g., LTV, CAC, churn).
• Excellent interpersonal and communication skills, with the ability to build strong relationships with diverse stakeholders.
• Proven ability to lead, motivate, and coach a team.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficiency with CRM and customer success tools (e.g. Vitally, Salesforce, Gainsight, ChurnZero etc).

Bonus Points:

• You've operated in the salestech space.
• You have prior experience working as an SDR/BDR and are familiar with cold calling methodologies.
• Experience with sales engagement platforms like Outreach or Salesloft.
• Familiarity with marketing automation platforms like HubSpot.
• Passion for technology and innovation, with a keen interest in AI and sales productivity tools.

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. We expect compensation for this role to range between $150,000 - $210,000.