Strategic Customer Success Manager

Nimbleway; Northern, New York (KY, NY); Hybrid; USD 180,000 - 230,000; Full time

Job summary

Nimble seeks a Strategic Customer Success Manager to drive adoption, retention, and expansion across enterprise accounts. You’ll work with senior stakeholders to align business needs with Nimble's technical solutions, partnering with Product, Support, and Engineering to deliver value.

Based in NYC with 3 days in the office, this role blends technical acumen, enterprise empathy, and a commercial mindset to advance clients’ data and growth objectives.

Qualifications

• 6+ years in SaaS customer-facing roles (CSM or AM).
• 3+ years supporting enterprise customers in high-growth startups.
• Experience partnering with Engineering, Data, AI in complex environments.
• Strong technical aptitude with HTML/CSS familiarity and API/log/workflow troubleshooting.
• Fast learner with proactive mindset to become domain expert.
• Excellent communication and executive presence with senior stakeholders.

Responsibilities

• Own revenue growth and retention for a portfolio of enterprise customers, drive expansion and renewals while reducing churn.
• Build deep relationships with data, engineering, product, and BI teams to ensure long-term adoption and value.
• Run QBRs/EBRs with enterprise customers, communicate impact and ROI to drive executive alignment.
• Monitor health signals (usage, outcomes, risks) and act to prevent issues.
• Collaborate with Product and Solutions/Engineering to elevate gaps and inform roadmap priorities.
• Construct enterprise-wide business cases demonstrating ROI of Nimble’s self-learning Web Search Agents.

Skills

SaaS CS/AM

Enterprise support

Executive communication

HTML/CSS familiarity

APIs & logs troubleshooting

Cross-functional collaboration

Job description

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 the 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.

What You’ll be Doing:

• 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 escalation.
• Work with Product and Solutions/Engineering teams to elevate 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

What You Should Have for the Role:

• 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.

At Nimble you'll join a team of brilliant minds striving to solve the hard problems affecting data gathering. Although we work hard, we also play hard, and together create a vibrant community with frequent company retreats, human-first conditions, and an energetic atmosphere.