Customer Success Manager, Nasuni

• This is a highly visible, customer-facing role ideal for someone who enjoys building executive relationships, driving business outcomes, and influencing customer strategy
• Bachelor's degree or equivalent combination of education and experience
• 3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Experience, or another customer-facing role within a B2B SaaS or technology company
• Experience managing a portfolio of commercial or mid-market customer accounts and building strong customer relationships
• Demonstrated success driving customer adoption, retention, and overall customer satisfaction
• Experience conducting business reviews, success planning, or customer health discussions with business stakeholders
• Ability to identify customer risks, coordinate internal resources, and proactively drive resolution
• Experience collaborating cross-functionally with Sales, Support, Technical Account Managers, Solutions Engineering, and Product teams to deliver customer outcomes
• Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, ChurnZero, or similar
• Strong communication, organization, presentation, and problem-solving skills with the ability to manage multiple customer priorities
• Ability to work in a hybrid environment, with three days per week onsite in our Boston Seaport office
• Typically 3–5 years of relevant experience in Customer Success or a related customer-facing role within SaaS or enterprise technology
• Demonstrated ability to independently manage a portfolio of customers while partnering with cross-functional teams to drive adoption, retention, and customer success
• Experience growing responsibility across customer relationship management, business reviews, and customer health management

Desirable

• The Senior Customer Success Manager is responsible for driving long-term customer value, adoption, retention, and strategic alignment across a portfolio of Commercial accounts
• As a trusted advisor, you will partner closely with executive stakeholders and customer champions to ensure customers realize measurable business outcomes from their investment in Nasuni
• You will lead strategic engagement programs, Executive Value Reviews, adoption initiatives, and success planning while serving as a key advocate for the customer internally
• This role operates within a pod-based account team structure, partnering closely with Account Executives, Technical Account Managers (TAMs), Solution Engineers, Support, and Product teams to deliver a world-class customer experience
• While not directly responsible for renewals or commercial transactions, the CSM plays a critical role in identifying growth opportunities, mitigating risk, and enabling long-term customer success
• Own the post-sales relationship for a portfolio of strategic customers across the US
• Develop deep understanding of each customer's business objectives, success criteria, operational priorities, and technology strategy
• Build and maintain strong relationships with executive sponsors, business stakeholders, and day-to-day customer champions
• Create and execute Success Plans that align customer goals with measurable business outcomes and value realization
• Serve as a trusted advisor, providing strategic guidance, industry best practices, and recommendations that maximize customer success
• Lead regular customer engagement cadences including business reviews, health checks, adoption discussions, and strategic planning sessions
• Facilitate Executive Value Reviews (EVRs) that clearly demonstrate realized business value, customer outcomes, ROI, and future opportunities for partnership
• Drive product adoption and utilization across customer environments to ensure customers achieve maximum value from their Nasuni investment
• Partner with customers to support key initiatives, projects, migrations, and operational milestones
• Educate customers on new product capabilities, roadmap developments, best practices, and emerging solutions
• Identify opportunities to expand customer awareness and adoption of Nasuni products and services
• Act as the voice of the customer by capturing feedback, business requirements, and enhancement requests to help influence product and service improvements
• Promote customer advocacy opportunities including references, case studies, advisory participation, and community engagement
• Proactively monitor customer health, engagement, adoption trends, and business risks
• Utilize Gainsight and other customer success tools to maintain accurate customer health scoring, success plans, activity tracking, and risk management workflows
• Identify risks early, develop mitigation plans, and coordinate cross-functional resources to drive successful outcomes
• Escalate customer concerns appropriately while maintaining accountability for overall customer satisfaction and success
• Ensure key customer milestones, action plans, and follow-up activities are documented and actively managed
• Operate as a core member of a customer account pod alongside Sales, Solution Engineers, TAMs, Support, and Product teams
• Coordinate internal resources to remove obstacles, accelerate customer outcomes, and improve the overall customer experience
• Partner closely with Sales teams to identify customer growth opportunities and provide strategic account insights
• Support account planning activities by sharing customer health, adoption trends, business priorities, and stakeholder intelligence
• Contribute to the evolution of customer success processes, playbooks, and engagement strategies to support continued growth across the US
• Key Success Metrics:
• Customer retention and account health
• Product adoption and utilization
• Executive engagement and EVR completion
• Customer satisfaction and advocacy
• Risk identification and mitigation effectiveness
• Success plan execution and business outcome achievement
• Growth opportunity identification and influence
• Gainsight data quality and customer health accuracy