Director of Customer Success

NimbleWay • New York, NY

2d

About The Position

The Director of Customer Success is a leadership role responsible for driving net revenue retention, customer growth, and long-term adoption across Nimble’s global enterprise customer base. The 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 customer success approach, helping the company grow. The position combines technical understanding, enterprise customer empathy, and commercial leadership to ensure customers realize measurable value from Nimble’s platform.

Nimble is a real-time web search platform for enterprise accuracy, completeness, and trust. Its Web Search Agents navigate live websites using real browsers and reasoning to provide governed, decision-grade data for AI systems and high-stakes business use. The platform supports use cases including financial due diligence, real-time pricing and promotions, market intelligence, and AI systems that rely on fresh, complete data. Nimble serves enterprises such as Home Depot, Uber, and Coca-Cola and is scaling amid growing demand across AI, LLMs, and data-driven decision-making.

Requirements

• 8+ years in post-sales leadership roles, such as 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 high-performing team of Customer Success Managers who engage with enterprise stakeholders in data, engineering, and business intelligence.
• Design and implement a scalable customer success framework, including segmentation, playbooks, health scoring, and value delivery processes.
• Partner with Sales leadership to support 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 go-to-market teams to promote predictability and accountability.
• Collaborate with Product and Solutions teams so customer feedback informs the product roadmap.
• Foster a data-driven Customer Success culture by measuring impact, usage, and return on investment across customer segments and lifecycle stages.
• Serve as a strategic partner to Sales, Product, and Engineering, aligning customer outcomes with Nimble’s business goals.

Benefits

• Opportunity to work on a deeply technical platform powering real-time AI and enterprise decisions.
• Opportunity to help define the future of Web Search Agents and live web intelligence.
• Opportunity to build alongside a sharp, mission-driven team that moves fast, ships often, and takes ownership.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed