Key skills
Customer SuccessAccount ManagementSaaSEnterprise customer supportTechnical stakeholder collaborationWeb technologiesHTMLCSSAPI troubleshootingLog analysisWorkflow troubleshootingExecutive presenceinfluence seniorC-level stakeholdersCurious mindsetCAIBICommunication
About this role
Nimble is defining the category of Web Search Agents, providing a platform that transforms web data into structured knowledge for enterprises. The Strategic Customer Success Manager will drive customer adoption and retention for enterprise accounts, serving as a trusted partner to ensure measurable outcomes using Nimble's platform.
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
- Serve as a strategic advisor, helping customers maximize the value of Nimble’s platform to support their business goals
- Forging deep relationships with your customers and account teams and maintaining 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