Strategic Customer Success Manager
About The Position
The Strategic Customer Success Manager (CSM) at Nimble is a key post-sales role focused on driving customer adoption, retention, and expansion across enterprise accounts. The CSM serves as a trusted partner to senior stakeholders, helping customers achieve measurable outcomes with Nimble’s platform. The role connects customer business needs with Nimble’s technical solutions and works closely with Product, Support, and Engineering to deliver long-term customer success. It involves managing complex, multi-stakeholder relationships, proactively mitigating risk, and identifying opportunities to grow customer value. The position calls for technical acumen, enterprise customer empathy, a commercial mindset, and the ability to advise technical and business leaders on supporting their data and growth objectives. This role is based at Nimble’s San Francisco hub and requires working there five days a week. It reports to the Director of Customer Success. Salary may range from $180,000 to $230,000 OTE, depending on qualifications and experience. Nimble describes itself as a company leading the AI web search category. Its products give businesses in financial services, retail, market intelligence, and coding programmatic access to the web for building AI agents. The company says it has raised over $70 million and serves hundreds of enterprise customers. The role offers the opportunity to work on a technical platform powering real-time AI and enterprise decisions, help define Web Search Agents and live web intelligence, and build alongside a mission-driven team.
Requirements
- At least 6 years of customer-facing experience in SaaS, including post-sale roles such as Customer Success or Account Management.
- At least 3 years supporting enterprise customers.
- Experience partnering with technical stakeholder teams, such as Engineering, Data, or AI, in complex enterprise environments.
- Strong technical aptitude, including familiarity with web technologies such as HTML/CSS and comfort troubleshooting via APIs, logs, and workflows.
- Curious, proactive mindset and ability to learn quickly, ramp up 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.
Nice To Haves
- Experience supporting enterprise customers in a high-growth startup environment.
Responsibilities
- Own revenue growth and retention for a portfolio of enterprise customers, driving expansion, renewals, and advocacy while reducing churn.
- Build deep relationships with stakeholders across customer data, engineering, product, and BI teams to support long-term adoption and value.
- Run QBRs and EBRs with enterprise customers, communicate impact and ROI, and drive executive alignment on strategy and next steps.
- Monitor customer health signals, including usage, outcomes, and risks, and act proactively 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 fragile legacy web scraping to Nimble’s self-learning Web Search Agents.
- Build relationships with customers and account teams and maintain 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
