Director of Customer Success
About The Position
The Director of Customer Success is a key leadership role responsible for net revenue retention, customer growth, and long-term adoption across Nimble’s global enterprise customer base. This role leads, scales, and mentors a team of Customer Success Managers focused on maximizing customer outcomes and revenue expansion while minimizing churn. As a strategic operator and player-coach, the Director shapes Nimble’s post-sales strategy and elevates its customer success motion. The position combines technical acumen, enterprise customer empathy, and commercial leadership to help customers realize measurable value from Nimble’s platform. The Director partners across Sales, Finance, GTM, Product, Solutions, and Engineering to improve customer outcomes, revenue predictability, and alignment with company goals.
Requirements
- 8+ years in post-sales leadership roles (Customer Success or Account Management) within SaaS organizations.
- 4+ years of direct management experience building and scaling Customer Success teams serving enterprise and technical customers.
- Proven success owning net revenue retention and expansion targets, including scaling Customer Success into a revenue-driving organization.
- Experience engaging technical stakeholders, such as Data, AI, or Engineering teams, in large, complex environments.
- Startup experience and ability to work effectively in evolving, ambiguous environments.
- Exceptional communication and executive presence, with the ability to influence C-level audiences.
Responsibilities
- Own revenue growth and retention across the existing customer base, driving expansion, renewals, and advocacy while reducing churn.
- Build, scale, and inspire a team of high-performing Customer Success Managers serving enterprise stakeholders in data, engineering, and BI.
- Design and implement a scalable customer success framework, including segmentation, playbooks, health scoring, and value delivery processes.
- Partner with Sales leadership to ensure smooth handoffs, predictable renewals, and proactive expansion opportunities.
- Lead executive business reviews, strategic success planning, and quarterly business reviews for top-tier enterprise customers.
- Build revenue visibility and forecasting into Customer Success operations, partnering with Finance and GTM to drive predictability and accountability.
- Collaborate with Product and Solutions teams so that the voice of the customer influences the roadmap.
- Foster a data-driven culture within Customer Success by measuring impact, usage, and ROI across customer segments and lifecycle.
- Serve as a strategic partner to Sales, Product, and Engineering, aligning customer outcomes with Nimble’s business goals.
Benefits
- Work on a deeply technical platform powering real-time AI and enterprise decisions.
- Help define the future of Web Search Agents and live web intelligence.
- Build alongside a sharp, mission-driven team that moves fast, ships often, and takes ownership.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
