Strategic Customer Success Manager-West

Summary

Nimble is a real-time web search platform focused on enterprise accuracy and trust. The Strategic Customer Success Manager will drive customer adoption, retention, and expansion while serving as a trusted partner to senior stakeholders, ensuring 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

Skills

• 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

Qualifications

Must Haves

• 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