Customer Success Manager

Responsibilities

Own retention, renewals, expansion, and advocacy across enterprise accounts by building stakeholder relationships and driving adoption and measurable customer outcomes. Lead executive business reviews, monitor customer health and mitigate risks, and partner with Product, Support, and Engineering to address customer needs and demonstrate the ROI of Nimble’s platform.

Requirements

Requires at least six years of customer-facing SaaS experience, including post-sale work, and at least three years supporting enterprise customers. Candidates should bring technical aptitude with web technologies and API-based troubleshooting, strong executive communication, and the ability to translate technical solutions into business value.

Skills

• Customer Success
• Enterprise Account Management
• Customer Retention
• Revenue Growth
• Renewals
• Customer Adoption
• Executive Stakeholder Management
• QBRs and EBRs
• Customer Health Monitoring
• Risk Mitigation
• ROI and Business Case Development
• Technical Troubleshooting
• HTML/CSS
• APIs
• Cross-Functional Collaboration
• Technical Communication

About this role

The Strategic Customer Success Manager (CSM) at Nimble is a key post-sales role focused on driving customer adoption, retention, and expansion across our enterprise accounts. You will serve as a trusted partner to senior stakeholders, ensuring customers achieve measurable outcomes using Nimble’s platform.
In this role, you’ll connect customer business needs with Nimble’s technical solutions, working closely with Product, Support, and Engineering to deliver long-term success. You’ll manage complex, multi-stakeholder relationships, proactively mitigate risk, and identify opportunities to grow customer value over time.
This role requires a strong blend of technical acumen, enterprise customer empathy, and commercial mindset, along with the ability to advise both technical and business leaders on how Nimble can support their data and growth objectives.
The role is NYC based. 3 days a week in the office
This role reports to the Director of Customer Success, and salary may land between $180-230k OTE depending on qualifications and experience.

Responsibilities
Own revenue growth and retention for a portfolio of enterprise customers, drive expansion, renewals, and advocacy while reducing churn.
Build deep relationships with key stakeholders across data, engineering, product, and BI teams to ensure long-term adoption and value.
Run QBRs/EBRs with enterprise customers, communicate impact and ROI, and drive executive alignment on strategy and next steps.
Proactively monitor customer health signals (usage, outcomes, risks) and take action to prevent issues before they escalate.
Work with Product and Solutions/Engineering teams to escalate gaps, share customer feedback, and influence roadmap priorities.
Responsible for constructing enterprise-wide business cases that demonstrate the clear ROI of moving from fragile legacy web scraping to Nimble’s self-learning Web Search Agents
Forging deep relationships with your customers and account teams and maintain an awareness of key events, needs, potential risks, and value drivers

Requirements
6+ years of customer-facing experience in SaaS, including post-sale roles such as Customer Success, or Account Management
3+ years supporting enterprise customers, ideally in a high-growth startup environment.
Experience partnering with technical stakeholder teams (e.g., Engineering, Data, AI) in complex enterprise environments.
Strong technical aptitude, including familiarity with web technologies (HTML/CSS) and comfort troubleshooting via APIs, logs, and workflows.
Fast learner with a curious, proactive mindset - able to ramp quickly 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 both technical and non-technical audiences.

About us
Nimble is the company leading the AI web search category. Our products are used by leading businesses in financial services, retail, market intelligence, and coding to build best-in-class AI agents with accurate, auditable programmatic access to the web.
We've raised over $70 million from Norwest, Databricks Ventures, Target Global, Square Peg, and others to build expert-level web search for AI. Hundreds of enterprise customers already run on Nimble, and we're forming a world-class team of engineers, researchers, designers, marketers, sellers, and operational experts to achieve our mission.
Why join Nimble?
Work on a deeply technical platform powering real-time AI and enterprise decisions
Help define the future of Web Search Agents and live web intelligence
Build alongside a sharp, mission-driven team that moves fast, ships often, and takes ownership

About NimbleWay

Software Development · 51-200 employees · headquartered in New York, NY · founded 2021