Technical Customer Success Manager

Description

The CSM plays a critical role in bridging the gap between business requirements and the Nimble tech platform. This role entails close collaboration with Account Executives to support post-sale processes. You will build, mentor and manage a team of Customer Success Managers, as well as manage customers directly and ensure their overall satisfaction with Nimble solutions.

The ideal candidate will be responsible for understanding customer needs and requirements, effectively managing multiple stakeholders, and serving as a trusted technical advisor. You will collaborate closely with developers and data engineers across mid-market to enterprise customers, cultivating a deep understanding of their needs and demonstrating how they can leverage Nimble’s platform to accomplish their business objectives.

Responsibilities

• Collaborate closely with our sales team to facilitate technical engagements with key customers, ensuring precise identification of requirements and successful delivery of their success criteria.
• Own the overall relationship with assigned clients, including managing onboarding, implementation, training, driving increased adoption and outcomes leading to renewals, expansion, and maintaining high levels of customer satisfaction.
• Provide technical guidance to customers throughout post-sale delivery processes, addressing any complex technical support or inquiries.
• Foster strong, collaborative relationships with clients, acting as a trusted advisor and bridging the gap between client needs and technical implementation.
• Work in synergy with various departments, including Product and Engineering teams, to resolve customer issues promptly and leverage valuable customer feedback for product enhancement.
• Cultivate a profound understanding of web scraping and web data domains, becoming an expert in utilizing our technology to help customers achieve their business goals.
  
  

Requirements

• Minimum 8 years of customer-facing experience with technical SaaS products, ideally serving engineers.
• At least 4 years of experience in enterprise customer-facing roles within startups.
• In-depth knowledge of web technologies, including HTML and CSS.
• Exceptional problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Proven ability to build rapport and trust with customer executives (VPs and CxOs).
• Demonstrated track record in managing and nurturing relationships with enterprise clients, with a focus on increasing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Strong project management skills.
• Passion for learning new technologies and becoming an expert in your domain.
• Some experience with programming languages such as Python, Java, or Node.js is a plus.
• A Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field is a plus.
• Proficiency in working with APIs and troubleshooting logs is a plus.
  
  

About Us

Nimble is the first business external data platform, making data decision-making easier than ever, with our award-winning AI-powered data structuring technology Nimble connects business users with the public web knowledge.

We empower businesses with mission-critical real-time external data to unlock advanced competitors’ intelligence, price comparison, and companies’ data for sales and marketing. We translate data into immediate business value.

With Nimble, data teams build advanced AI applications that connect enterprise-ready real-time web data to their custom LLMs. Modern BI teams use Nimble to build business dashboards and unlock new opportunities with market visibility.

We will disrupt the traditional market intelligence space. The reward is great – we can disrupt the legacy data industry worth $ 100B and build a data-connected world.

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.