Manager, Customer Experience & Technical Enablement

Nymi•Toronto, ON

1d•CA$110,000 - CA$130,000•Hybrid

About The Position

Nymi is seeking a Customer Success Manager, a player/coach leadership role responsible for delivering high-quality post-sale customer experience across technical support, training, integrations, and upgrades. The role involves leading a team of three to four remote technical specialists while remaining hands-on in complex support cases and customer interactions. The team handles technical support, integration development/testing, and system upgrades, with the manager accountable for prioritization, quality, and outcomes. This position focuses on break/fix support, technical enablement, and ongoing customer experience operations, ensuring customers can operate, scale, and optimize their Nymi environments after initial deployment. A key expectation is to integrate AI into support and training workflows to enhance scalability, responsiveness, and quality. The role is based in Canada, requires collaboration with various internal teams, and can be remote or hybrid, with working hours aligned with the Eastern Time Zone.

Requirements

5+ years in customer-facing technical roles (support, solutions engineering, or technical enablement)
2+ years leading or mentoring technical teams
Hands-on experience with troubleshooting complex enterprise environments
Experience supporting enterprise customers in regulated industries (e.g., pharma, healthcare, manufacturing)
Experience working cross-functionally with product, engineering, QA and UAT
Strong training capability
Experience with identity, authentication, or security technologies
Familiarity with MES, IAM/SSO, or industrial systems
Exposure to validation frameworks (IQ/OQ/PQ or equivalent)
Experience implementing AI tools in support or documentation environments

Nice To Haves

Zendesk experience is highly desirable

Responsibilities

Lead day-to-day support operations, including SLA adherence, escalation management, and ticket quality
Act as the escalation point for complex technical issues and integration-related defects
Direct and prioritize a remote team of three to four technical contributors
Drive measurable improvements in Time to Resolution (TTR), First Contact Resolution (FCR), Ticket deflection and self-service utilization
Engage directly with customers on a regular basis in addressing escalations, delivering/producing training
Participate in periodic business reviews for key accounts
Capture structured feedback and influence product and support improvements
Establish structured support analytics and continuous improvement processes
Own publication of customer-facing technical documentation in Nymi’s knowledge base (operational guides, integration documentation, upgrade procedures and runbooks, release notes)
Ensure documentation meets regulated industry standards (clarity, traceability, audit readiness)
Design and deliver technical training programs for customers and partners
Own technical communications with customers and partners, including product releases, patches, advisories, and maintenance updates
Coordinate cross-functional review with Product, Engineering, and Quality
Maintain validation-related documentation (e.g., IQ/OQ/PQ frameworks)
Support customers with validation readiness and documentation requirements
Collaborate with Nymi's product, QA, UAT and engineering teams on release readiness, defect identification and feedback loops
Manage resources that perform integration support with MES, IAM/SSO platforms, and other industrial systems using Nymi Connect (new integrations), Evidian Authentication Manager (as needed) Nymi SDK (maintenance only)
Support integration development and testing efforts performed by the team
Oversee and support system upgrades across customer environments