Senior Customer Success Manager

Senior Customer Success ManagerThe Senior Customer Success Manager is responsible for driving long-term customer value, adoption, retention, and strategic alignment across a portfolio of Enterprise 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 Senior CSM plays a critical role in identifying growth opportunities, mitigating risk, and enabling long-term customer success. This is a highly visible, customer-facing role ideal for someone who enjoys building executive relationships, driving business outcomes, and influencing customer strategy. Compensation includes an 80/20 pay mix aligned to customer retention, health, and strategic success objectives.The Senior Customer Success Manager will:Own the post-sales relationship for a portfolio of strategic customers across the USDevelop 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 healthProduct adoption and utilizationExecutive engagement and EVR completionCustomer satisfaction and advocacyRisk identification and mitigation effectivenessSuccess plan execution and business outcome achievementGrowth opportunity identification and influenceGainsight data quality and customer health accuracyWhy work at Nasuni?As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US. Benefits packages generally include:Best in class employee onboarding and training"Take What You Need" paid time off policyComprehensive health, dental and vision plansCompany-paid life and disability insurance401(k) and Roth IRA retirement planGenerous employee referral bonusesFlexible remote work policy10 Paid HolidaysWide array of wellbeing offeringsPre-tax savings accounts with company contributionsGreat team culture and social activitiesCollaborative workspacesFree on-site fitness centers and stocked kitchens in select office locationsProfessional development resourcesCompensation Transparency:In accordance with U.S. pay transparency laws, Nasuni is committed to providing visibility into compensation for all U.S.-based roles. Click HERE to view our compensation ranges by job grade. Actual compensation will be based on a variety of factors, including a candidate's experience, skills, education, and work location.To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.