Technical Customer Success Manager

Description

The Technical Customer Success Manager plays a critical role in bridging the gap between business requirements and the Nimble tech platform. Working closely with Account Executives, you will play a key role in post-sale processes, identifying upsell and cross-sell opportunities, and ensuring Nimble’s solutions continuously align with customer business goals. You will be part of a strong team of Customer Success Managers, as well as manage customers directly and ensure their overall satisfaction with Nimble solutions.

The ideal candidate will proactively understand customer needs and strategically manage multiple stakeholders to expand account value. Acting as a trusted technical advisor, you will collaborate with developers, data engineers, and business leaders across mid-market to enterprise customers. By identifying growth potential within accounts and positioning Nimble’s platform as a critical component to achieving customer objectives, you will help drive both customer satisfaction and revenue growth.

Responsibilities

• Identify and develop upsell, cross-sell, and expansion opportunities within existing accounts to drive incremental revenue. Collaborate with the Account Executive team to create strategies for account growth and retention.
• Monitor customer health and proactively address potential risks to ensure customer satisfaction, high renewal rates, and overall account stability.
• 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.
  
  

Requirements

• Minimum 8 years of customer-facing experience with technical SaaS products, ideally serving engineering teams, with a proven impact on revenue retention and expansion.
• Proficiency in working with APIs and troubleshooting logs is a plus.
• 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 experience managing and nurturing enterprise relationships with a focus on increasing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through proactive account strategies.
• 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.
  
  

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.