Strategic Customer Success Manager
About The Position
The Strategic Customer Success Manager at Nimble is a post-sales role focused on driving adoption, retention, and expansion across enterprise accounts. The CSM serves as a trusted partner to senior stakeholders and helps customers achieve measurable outcomes with Nimble’s platform. The role connects customer business needs with Nimble’s technical solutions, working closely with Product, Support, and Engineering to support long-term success. It involves managing complex, multi-stakeholder relationships, proactively mitigating risk, and identifying opportunities to grow customer value. The CSM is expected to advise technical and business leaders on how Nimble can support their data and growth objectives. This position is based at Nimble’s San Francisco hub five days a week and reports to the Director of Customer Success. The stated salary range is $180,000–$230,000 OTE, depending on qualifications and experience.
Requirements
- At least 6 years of customer-facing SaaS experience, including post-sale roles such as Customer Success or Account Management.
- At least 3 years supporting enterprise customers, ideally in a high-growth startup environment.
- Experience partnering with technical stakeholder teams, such as Engineering, Data, or AI, in complex enterprise environments.
- Strong technical aptitude, including familiarity with HTML/CSS and comfort troubleshooting via APIs, logs, and workflows.
- A curious, proactive mindset and ability to learn quickly, ramp on new technologies, and become a domain expert.
- Excellent communication and executive presence, with the ability to influence senior and C-level stakeholders.
- Ability to translate technical concepts into clear business value for technical and non-technical audiences.
Responsibilities
- Own revenue growth and retention for a portfolio of enterprise customers, driving expansion, renewals, and advocacy while reducing churn.
- Build relationships with stakeholders across data, engineering, product, and BI teams to support long-term adoption and customer value.
- Run QBRs/EBRs, communicate impact and ROI, and drive executive alignment on strategy and next steps.
- Monitor customer health signals, including usage, outcomes, and risks, and take action to prevent issues from escalating.
- Work with Product and Solutions/Engineering teams to escalate gaps, share customer feedback, and influence roadmap priorities.
- Construct enterprise-wide business cases demonstrating the ROI of moving from legacy web scraping to Nimble’s self-learning Web Search Agents.
- Build deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
