Director of Customer Success

Description The Director of Customer Success at Nimble is a key leadership role responsible for driving net revenue retention, customer growth, and long-term adoption across our global enterprise customer base. You will lead, scale, and mentor a world-class team of Customer Success Managers (CSMs) focused on maximizing customer outcomes and revenue expansion while minimizing churn. As a strategic operator and player-coach , you will shape Nimble’s post-sales strategy, elevate our customer success motion, and help take the company to our next chapter of growth. This role requires a unique blend of technical acumen, enterprise customer empathy, and commercial leadership to ensure our customers realize measurable value from Nimble’s platform.

Responsibilities

Own revenue growth and retention across the existing customer base, driving expansion, renewals, and advocacy while reducing churn. Build, scale, and inspire a team of high-performing CSMs who engage deeply with enterprise stakeholders (data, engineering, BI). Design and implement a scalable customer success framework — including segmentation, playbooks, health scoring, and value delivery processes. Partner with Sales leadership to ensure smooth handoffs, predictable renewals , and proactive expansion opportunities. Lead executive business reviews (EBRs) , strategic success planning, and QBRs for top-tier enterprise customers. Build revenue visibility and forecasting into CS operations, partnering with Finance and GTM to drive predictability and accountability. Collaborate closely with Product and Solutions teams to ensure the voice of the customer directly influences the roadmap. Foster a data-driven culture within Customer Success — measuring impact, usage, and ROI across customer segments and lifecycle. Serve as a strategic partner to Sales, Product, and Engineering, aligning customer outcomes with Nimble’s business goals.

Requirements

8+ years in post-sales leadership roles (Customer Success or Account Management) within SaaS organizations. 4+ years of direct management experience building and scaling CS teams serving enterprise and technical customers . Proven success in owning NRR and expansion targets - you’ve scaled CS from a focused organization to a revenue-driving organization . Experience engaging technical stakeholders (Data, AI, or Engineering teams) in large, complex environments. Startup experience; knows how to work effectively in evolving, ambiguous environments Exceptional communication and executive presence, with the ability to influence C-level audiences.

About us

Nimble is the real-time web search platform built for enterprise accuracy, completeness, and trust. We run Web Search Agents that actively navigate live websites using real browsers and reasoning, turning the public web into governed, decision-grade data for AI systems and high-stakes business use. Unlike index-based “AI search” tools or brittle legacy scraping, Nimble makes the live web queryable on demand, delivering structured outputs that teams can verify and rely on. Our platform powers use cases where correctness matters: financial due diligence, real-time pricing and promotions, market intelligence, and AI systems that depend on fresh, complete data. Trusted by leading enterprises like Home Depot, Uber, and Coca-Cola and backed by top-tier investors, Nimble sits at the intersection of AI, automation, and real-time web intelligence. As demand accelerates across AI, LLMs, and data-driven decisioning, we’re scaling quickly and looking for high-energy, driven teammates who thrive in fast-moving environments and want to help define a new category. 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