Scaled Customer Success Manager

Nimble; Northern (KY); Hybrid; USD 71,000 - 128,000; Full time

Benefits offered by this job

Remote work

Unlimited PTO

Medical and dental benefits

Vision option

12 weeks parental leave

401K plan

Company retirement contribution

Annual offsite trip

Job summary

Nimble, a fully remote company focused on helping schools hire great educators, seeks a Scaled Customer Success Manager. You’ll own a broad customer portfolio and drive product adoption and retention across 1:1 and scale programs.

Ideal candidates bring 3+ years in customer success or related roles in SaaS, plus a data-driven mindset and comfort with live and digital engagement strategies. Remote in continental US, with competitive comp and benefits.

Qualifications

• 3+ years experience in customer success, sales, or a related role in SaaS.
• Analytically oriented with data-driven planning.
• Experience with live and digital scaled success strategies.
• Interest in learning new products and software systems.
• Ability to take initiative in a fast-paced environment.

Responsibilities

• Manage a large portfolio of customers from onboarding to renewal and retention.
• Monitor health and customer outcomes, identify churn risks, and intervene.
• Design scalable engagement programs through digital channels and automation.
• Develop strategic relationships via 1:1 meetings and group presentations.
• Analyze usage data to improve strategies and workflows.
• Collaborate with CS, sales, and product teams and share feedback.

Skills

Customer success

SaaS

Data analysis

Live webinars

Tools

Vitally

Intercom

Hubspot

Job description

We all know great teachers change lives. That’s why Nimble’s mission is to help schools find and hire amazing educators for every classroom. Founded at Stanford University and backed by Y Combinator, Nimble brings a spirit of innovation to an industry that has often been overlooked by modern tech companies. Our software suite helps practitioners at all levels of the public education system address one of the industry’s most pressing challenges: recruiting life-changing teachers.

While some Nimblers are former teachers, others come from companies across the tech and startup world. What unites us is that we find purpose in our mission of ensuring all students have access to amazing teachers. We have a culture of high ownership and ambitious goals, complemented by employee trust and flexibility, which allows us to move efficiently without burnout.

We’re highly invested, not only in the mission, but also in each other. As a fully remote company, we’ve created rituals and traditions that allow us to bond from afar, and we look for teammates who will bring curiosity, creativity, humor, humility, and open-mindedness to work each day.

We’re a woman-founded company and a diverse team that has invested intentionally in creating a workplace where individuals from various backgrounds feel a deep sense of belonging.

Finally, while the innovation culture of Silicon Valley is in our company DNA and we have ambitious goals to transform the education industry, we approach our work through a lens of sustainable growth, rather than growth at all costs. This allows us to solve problems with freedom and creativity, without being constrained by the demands of outside investors.

We’re looking for a Scaled Customer Success Manager (CSM) to join our Customer Success team. In this role, you’ll own a broad portfolio of customers and be responsible for driving product adoption and retention. Ideal candidates will embody a mindset of accountability, proactivity, and ownership and will excel with both 1:1 and 1:many engagement strategies. This role is perfect for someone who thrives in a fast-paced environment, is eager to learn, loves delighting customers, and open to experimentation and process development.

This position requires working in a continental US time zone.

What you’ll do:

• Manage a large portfolio of customers: Own strategy and execution across the customer lifecycle from onboarding to renewal; drive product adoption, engagement and retention in 1:1 forums and at scale
• Monitor health and own customer outcomes: Use data to track customer engagement and identify potential churn risks, and proactively intervene; work with customers to reach favorable outcomes
• Plan and execute scalable engagement strategies: Design and implement programs through digital channels and automation (e.g., in-product experiences, email campaigns, nurture sequences, webinars, online training sessions)
• Develop strategic relationships: Counsel customers via 1:1 meetings and group presentations
• Experiment and iterate: Analyze customer data (usage, engagement, feedback) to understand patterns and develop more effective scaled strategies and improve systems and workflows
• Collaborate cross-functionally: Work closely with members of CS, sales, and product teams and share feedback from across your customer base

Qualified applicants will have most or all of the following:

• 3+ years experience working in customer success, sales, or a related customer-facing role, ideally in SaaS and in a scaled or digital role
• Analytically-oriented with experience manipulating and synthesizing quantitative data and creating a well-structured plan
• Experience with or enthusiasm for live and digital scaled success strategies (e.g., lifecycle campaigns, content creation, leading webinars, 1:1 meetings)
• Experience and interest in diving into new products and software systems
• Demonstrated ability to take initiative and make decisions in a fast-paced, dynamic environment
• Track record of setting and achieving ambitious short and long-term goals

Other soft skills should include:

• Deeply curious; enjoy digging into problems and identifying trends
• Demonstrated ability to distill complex ideas into simple, actionable messages
• Bias toward action and iteration; comfortable shipping v1s and improving quickly based on data
• Comfort working in a "get stuff done" environment that values low ego, high ownership, self-direction, high standards, and critical thinking
• Organized, detail-oriented, and efficient; able to manage many customer segments and campaigns and ensure others have visibility into the work
• Proactive with strong follow-through on tasks, projects, and customer needs
• Solutions-oriented with strong problem solving and prioritization skills
• Driven by continuous improvement and positive customer experiences

Nice to haves:

• Professional experience in K12 as a teacher
• You've been a first or early hire at a fast-growing start up before
• Fluency using customer success/management tools such as Vitally, Intercom, and Hubspot
• Passion for our mission of ensuring all students have access to excellent teachers

Nimble is dedicated to providing competitive and transparent cash and equity compensation, with our cash compensation typically benchmarked between 50th and 75th percentiles for comparable tech company roles, and our equity grants between 75th and 90th percentiles.

At this time, we are hiring either mid or senior level. Starting salary for a mid-level hire ranges from $71,150-$88,500; top performers can earn up to $105,850 at this level before promotion. Starting salary for a senior hire ranges from $102,750-$115,250; top performers can earn up to $127,750 at this level before promotion.

Candidates closer to the minimum qualifications outlined above, especially as it relates to years of CS experience, would be more likely to be given an offer at the mid-level compensation range.

• Remote / work from anywhere
• Unlimited PTO
• Medical and dental benefits, including vision option
• 12 weeks paid parental leave
• 401K plan
• Company annual contribution to retirement savings
• Annual company offsite trip
  

Nimble is proud to be an Equal Opportunity Employer. We welcome applicants of all backgrounds, experiences, and identities, and are committed to building an inclusive workplace where everyone can thrive.