The Role

We're hiring a Customer Success Manager, a player/coach leadership role responsible for delivering high quality post-sale customer experience across technical support, training, integrations, and upgrades.

You will lead a team of three to four remote technical specialists while remaining hands-on in complex support cases and customer interactions. The team is capable of executing technical support, integration development/testing, and system upgrades; you are accountable for prioritization, quality, and outcomes.

This role is focused on break/fix support, technical enablement, and ongoing customer experience operations. It does not own initial product deployment or implementation, but plays a critical role in ensuring customers operate, scale, and optimize their Nymi environments for post-deployment as Nymi is deployed on-premises and/or in private cloud environments. This role is critical to ensuring customers successfully operate, maintain, and optimize their Nymi environments after deployment. It directly impacts customer satisfaction, retention, and the company's ability to deliver secure, compliant solutions efficiently at scale.

A core expectation is to embed AI into support and training workflows to improve scalability, responsiveness, and quality.

This position is based in Canada and requires close collaboration with Product, Engineering, Quality Assurance, UAT, Professional Services, Marketing and Sales teams. The position can be remote or hybrid, and successful candidates can expect working hours based on the Eastern Time Zone.

What You'll Do

• Lead day-to-day support operations, including SLA adherence, escalation management, and ticket quality
• Act as the escalation point for complex technical issues and integration-related defects
• Direct and prioritize a remote team of three to four technical contributors
• Drive measurable improvements in Time to Resolution (TTR), First Contact Resolution (FCR), Ticket deflection and self-service utilization
• Engage directly with customers on a regular basis in addressing escalations, delivering/producing training
• Participate in periodic business reviews for key accounts
• Capture structured feedback and influence product and support improvements
• Establish structured support analytics and continuous improvement processes
• Own publication of customer-facing technical documentation in Nymi's knowledge base (operational guides, integration documentation, upgrade procedures and runbooks, release notes)
• Ensure documentation meets regulated industry standards (clarity, traceability, audit readiness)
• Design and deliver technical training programs for customers and partners
• Own technical communications with customers and partners, including product releases, patches, advisories, and maintenance updates
• Coordinate cross-functional review with Product, Engineering, and Quality
• Maintain validation-related documentation (e.g., IQ/OQ/PQ frameworks)
• Support customers with validation readiness and documentation requirements
• Collaborate with Nymi's product, QA, UAT and engineering teams on release readiness, defect identification and feedback loops
• Manage resources that preform integration support with MES, IAM/SSO platforms, and other industrial systems using Nymi Connect (new integrations), Evidian Authentication Manager (as needed) Nymi SDK (maintenance only)
• Support integration development and testing efforts performed by the team
• Oversee and support system upgrades across customer environments

What You Bring

• 5+ years in customer-facing technical roles (support, solutions engineering, or technical enablement)
• 2+ years leading or mentoring technical teams
• Hands-on experience with troubleshooting complex enterprise environments
• Experience supporting enterprise customers in regulated industries (e.g., pharma, healthcare, manufacturing)
• Experience working cross-functionally with product, engineering, QA and UAT
• Strong training capability
• Zendesk experience is highly desirable
• Experience with identity, authentication, or security technologies
• Familiarity with MES, IAM/SSO, or industrial systems
• Exposure to validation frameworks (IQ/OQ/PQ or equivalent)
• Experience implementing AI tools in support or documentation environments

Nymi offers:

• Flexible work models (remote)
• Competitive benefits
• Room to grow your career at your own pace in a scaling environment

Candidates selected for an interview will be contacted by email or phone. Please let us know if you require any accessibility considerations in your response so that we can prepare appropriately.