Customer Success Manager - B2B SaaS (Remote)

About the Role

We are seeking a passionate Customer Success Manager (CSM) to join our innovative team at Nimble, a stealth-mode start-up focused on revolutionizing the restaurant industry through our cutting-edge B2B SaaS solution. As a Customer Success Manager, you will play a pivotal role in ensuring our clients achieve their desired outcomes while using our platform. This position offers the opportunity to work remotely and make a significant impact in a fast-paced environment.

What You'll Do

• Own a portfolio of restaurant customers across Enterprise and mid-market segments, acting as the primary point of contact post-onboarding.
• Build trusted, long-term relationships with restaurant owners, operators, and managers to drive strong renewal outcomes.
• Identify upselling and cross-selling opportunities based on customer needs and proactively position relevant solutions.
• Regularly uncover operational, financial, and workflow pain points within restaurant operations and translate these challenges into clear product value propositions.
• Monitor account health metrics, usage, and engagement to identify churn risks and execute retention strategies.
• Conduct regular business reviews (QBRs) to demonstrate ROI and outcomes to clients.
• Collaborate closely with Sales, Product, and Support teams to enhance the customer experience and resolve issues.
• Contribute to the development of playbooks and scalable Customer Success processes.

Requirements

• 2–5+ years of experience in Customer Success, Account Management, or SaaS Sales.
• Proven track record in renewals, upselling, or cross-selling in a B2B SaaS environment.
• Strong discovery skills to uncover real customer pain points and commercial confidence in negotiations.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience in restaurant tech, hospitality, or operations software is a plus.

Nice-to-Have

• Familiarity with CRM tools and Customer Success platforms.
• Experience working with multi-location or franchise customers.
• Data-driven mindset with comfort using metrics to guide decisions.

What We Offer

• Be part of a transformative project that will redefine how restaurants operate.
• Dynamic work environment filled with innovative thinkers.
• Ample opportunities for professional growth and leadership in a rapidly scaling startup.
• Potential for equity for early employees, contributing to the future of our game-changing SaaS platform.
• Comprehensive relocation support for those joining from abroad.
• 25 days of paid leave a year, plus a sabbatical month every 3 years.
• Private medical insurance and social welfare coverage.
• Flexible workstyle supporting hybrid arrangements.