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Customer Success Manager - SMB

Nimble

Nimble

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Wednesday, June 5, 2024

Customer Success Manager - SMB

  • Sales & Customer Success
  • New York
  • Intermediate
  • Full-time

Description

The Customer Success Manager(SMB) is crucial in linking business needs with Nimble's tech platform. You'll collaborate with Account Executives, Product, and Engineering teams to ensure post-sale success, managing enterprise customers to guarantee satisfaction and value from Nimble solutions.

As the ideal candidate, you'll grasp customer requirements, handle multiple stakeholders, and serve as a trusted technical and business advisor. You'll work closely with developers and data engineers with enterprise customers, understanding their needs and demonstrating how Nimble's platform can meet their business objectives.

"This is a Hybrid role, that requires 3 days a week in office - "Monday, Tuesday & Thursday"

Responsibilities

  • Collaborate closely with our sales team and clients to ensure successful technical and business engagements, precise identification of requirements, and fulfillment of success criteria.
  • Own the overall relationship with assigned clients, managing onboarding, implementation, and training, driving increased adoption, and ensuring renewals, expansion, and high levels of customer satisfaction.
  • Provided technical guidance throughout post-sale processes, addressed complex support inquiries, and fostered strong, collaborative relationships as a trusted advisor.
  • Work in synergy with Product and Engineering teams to promptly resolve customer issues, leveraging feedback for product enhancement.
  • Cultivate a deep understanding of web scraping and web data domains, becoming an expert in utilizing our technology to help customers achieve their business goals.
  • Proactively identify risks and opportunities, develop and execute mitigation and achievement plans for successful outcome

Requirements

  • Minimum 5 years of customer-facing experience with technical SaaS products, ideally serving engineers.
  • Managing a book of business of 70 accounts or more at scale.
  • In-depth knowledge of web technologies, including HTML and CSS
  • Experience with API Integrations and API Libraries
  • 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 mid-market 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.

Why join Nimble?

As a Customer Success Team Leader at Nimble, you’ll join a team of brilliant minds striving to solve the hardest problems affecting public data gathering at scale. If you are looking for a role where you can influence both the company culture and product experience, apply now!