Director of Customer Success
About The Position
The Director of Customer Success at Nimble is a key leadership role responsible for driving net revenue retention, customer growth, and long-term adoption across our global enterprise customer base. You will lead, scale, and mentor a world-class team of Customer Success Managers (CSMs) focused on maximizing customer outcomes and revenue expansion while minimizing churn. As a strategic operator and player-coach, you will shape Nimble’s post-sales strategy, elevate our customer success motion, and help take the company to our next chapter of growth. This role requires a unique blend of technical acumen, enterprise customer empathy, and commercial leadership to ensure our customers realize measurable value from Nimble’s platform. As Nimble’s Director of Customer Success, you’ll have the opportunity to define the future of our post-sales organization. You’ll lead a team that drives measurable business outcomes for customers, expands revenue impact, and builds deep, strategic partnerships with the world’s most data-driven enterprises. Join us in building a data-connected world — where external data powers every business decision. Why Join Us As Nimble’s Director of Customer Success, you’ll have the opportunity to define the future of our post-sales organization. You’ll lead a team that drives measurable business outcomes for customers, expands revenue impact, and builds deep, strategic partnerships with the world’s most data-driven enterprises. Join us in building a data-connected world — where external data powers every business decision.
Requirements
- 8+ years in post-sales leadership roles (Customer Success, Account Management, or Renewals) within SaaS organizations.
- 4+ years of direct management experience building and scaling CS teams serving enterprise and technical customers.
- Proven success in owning NRR and expansion targets - you’ve scaled CS from a focused organization to a revenue-driving organization.
- Experience engaging technical stakeholders (Data, AI, or Engineering teams) in large, complex 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, drive expansion, renewals, and advocacy while reducing churn.
- Build, scale, and inspire a team of high-performing CSMs who engage deeply with enterprise stakeholders (data, engineering, 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 (EBRs), strategic success planning, and QBRs for top-tier enterprise customers.
- Build revenue visibility and forecasting into CS operations, partnering with Finance and GTM to drive predictability and accountability.
- Collaborate closely with Product and Solutions teams to ensure the voice of the customer directly influences the roadmap.
- Foster a data-driven culture within Customer Success — 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
11-50 employees
