Head of Scaled Success

Our mission

We all know great teachers change lives. That’s why Nimble’s mission is to help schools find and hire amazing educators for every classroom. Founded at Stanford University and backed by Y Combinator, Nimble brings a spirit of innovation to an industry that has often been overlooked by modern tech companies. Our software suite helps practitioners at all levels of the public education system address one of the industry’s most pressing challenges: recruiting life-changing teachers.

Our culture

While some Nimblers are former teachers, others come from companies across the tech and startup world. What unites us is that we find purpose in our mission of ensuring all students have access to amazing teachers. We have a culture of high ownership and ambitious goals, complemented by employee trust and flexibility, which allows us to move efficiently without burnout.

We’re highly invested, not only in the mission, but also in each other. As a fully remote company, we’ve created rituals and traditions that allow us to bond from afar, and we look for teammates who will bring curiosity, creativity, humor, humility, and open-mindedness to work each day.

We’re a woman-founded company and a diverse team that has invested intentionally in creating a workplace where individuals from various backgrounds feel a deep sense of belonging.

Finally, while the innovation culture of Silicon Valley is in our company DNA and we have ambitious goals to transform the education industry, we approach our work through a lens of sustainable growth, rather than growth at all costs. This allows us to solve problems with freedom and creativity, without being constrained by the demands of outside investors.

The role

We’re hiring a leader with deep scaled success experience to join our Customer Success team. You’ll ensure customer health and retention as a player-coach: managing scaled CSMs and Customer Support and owning digital engagement and CS operations. This role requires a blend of strategic and systems-level thinking, results-orientation, data fluency, strong leadership, and a passion for customer satisfaction.

This position requires working in a continental US time zone.

Role responsibilities include (but are probably not limited to):

  • Build and optimize standardized playbooks covering onboarding, adoption, expansion, and renewal
  • Maintain a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities
  • Drive high customer satisfaction and retention rates
  • Own digital engagement strategy and execution 
  • Define and build long-term strategies to drive value realization and risk management at scale
  • Select, implement, and manage a new CS platform
  • Serve as the point of escalation for customer issues, guiding your team to resolve complex challenges swiftly and effectively
  • Hire, develop, coach and lead an inclusive, engaged, and high performing team

Qualifications

Qualified applicants will have most or all of the following:

  • 5+ years in Customer Success at SaaS companies; 2+ years leading teams as a people manager or player-coach preferred
  • Expert in scaled customer success
  • Strong analytical chops: can define health scores, build funnels/cohorts, and create clear dashboards; is fluent in Excel/Sheets; basic SQL a plus
  • Comfort manipulating and synthesizing quantitative and qualitative data, identifying gaps and opportunities, and creating a well-structured plan
  • Demonstrated ability to take initiative and make decisions in a fast-paced, dynamic environment
  • Track record of setting and achieving ambitious short and long-term goals

Soft skills include:

  • Comfort working in a "get stuff done" environment that values low ego, high ownership, self-direction, high standards, and critical thinking
  • Solutions-oriented with strong problem solving and prioritization skills
  • Bias toward action and iteration; comfortable shipping v1s and improving quickly based on data
  • Strong track record in building trust and communicating effectively with a diverse group of stakeholders, including executives, cross-functional teams (product, engineering, sales), and customers
  • Driven by continuous improvement and positive customer experiences

Nice to haves:

  • You've been an early hire at a fast-growing start up before
  • Experience integrating AI/automation into customer success workflows to drive team members' productivity gains
  • Professional experience in K12, including as a teacher, recruiter, and/or HR team member
  • Passion for our mission of ensuring all students have access to excellent teachers

Compensation

Nimble is dedicated to providing competitive and transparent cash and equity compensation, with our cash compensation benchmarked between 50th and 75th percentiles for comparable tech company roles, and our equity grants benchmarked between 75th and 90th percentiles. 

Starting salary for this role ranges from $123,800 to $158,000, depending on experience and performance in the hiring process

  • The initial equity grant for this role is between 0.14% -0.22%
  • There is an opportunity for a high performer in this role to lead the entire Customer Success function within a year of joining

Perks & benefits

  • Remote / work from anywhere
  • Unlimited PTO 
  • Dedicated civic engagement PTO 
  • Remote work stipend 
  • Professional development stipend
  • Medical and dental benefits, including vision option 
  • 12 weeks paid parental leave 
  • 401K plan
  • Company annual contribution to retirement savings
  • Annual company offsite trip

To apply

We care more about how you think and grow than how many years of professional experience you have. If you’re a fast learner and meet most of the requirements above, we want to hear from you. 

Nimble is proud to be an Equal Opportunity Employer. We welcome applicants of all backgrounds, experiences, and identities, and are committed to building an inclusive workplace where everyone can thrive.

‍‍To apply, submit an application here.