Description

The Director, Customer Success, is a pivotal role within the sales organization. This role is responsible for leading a team of CSMs to drive growth within existing customers, support them, and ensure successful customer engagements. This role requires a blend of technical expertise, leadership skills, CS, and sales insight to manage the team effectively and contribute to the organization's overall revenue goals.

As theDirector of Customer Successat Nimble, you will build and lead a team of Customer Success Managers (CSMs), positioning them as experts in onboarding, customer engagement, and education. You will play a critical role in driving customer satisfaction and retention, partnering with various teams to ensure customers achieve their business goals using Nimble’s web scraping technology. As a player/coach, you will balance strategic leadership with a hands-on approach, ensuring the team delivers exceptional value throughout the customer lifecycle.

This role requires a combination of technical expertise, leadership, customer success, and sales acumen to effectively lead a high-performing team focused on driving business success for our customers while driving the organization’s overall revenue goals

Responsibilities

Build and lead a team of CSMs, positioning them as experts in product onboarding, value engagement, and education.
Develop a deep understanding of web scraping and data domains, using your expertise to help customers achieve their business goals with Nimble’s technology.
Act as a player/coach, supporting your team in delivering presentations, onboarding sessions, training, and conducting EBRs to customers.
Partner with sales leadership to meet quota targets and strategic goals, fostering strong relationships both internally and with customers.
Deeply understand customer needs and challenges to tailor solutions that effectively address their specific requirements.
Implement CSM best practices and shape internal processes to ensure customer satisfaction . Building a scalable customer success infrastructure to support our rapid growth.
Collaborate closely with solutions and product teams to develop and deliver customer-driven solutions and new platform features.
Maintain strong cross-functional relationships with product, engineering, sales, marketing, and solutions teams.

Requirements

8+ years of experience in post-sales or customer success roles, with at least 4 years in direct management of customer success teams.
Experience building and leading a team of CSMs, with a proven track record of driving customer success in a SaaS environment.
In-depth knowledge of web technologies (HTML, CSS) and programming languages (e.g., Python, Java, Node.js).
Strong understanding of Business Intelligence, Data Analytics, and how they relate to web data.
Proven experience in business value selling and consistently meeting or exceeding sales targets.
Excellent presentation and communication skills, with the ability to engage both technical and executive-level audiences.
A university degree in computer science, engineering, mathematics, or a related field or an equivalent level of experience is preferred.

Nimble is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.