Senior Customer Success Manager

Senior Customer Success Manager

Boston, Massachusetts, United States

Senior Customer Success Manager

Location: Boston Seaport: 3 Days onsite, 2 days remote.

About Nasuni:

Nasuni delivers a unified data platform for enterprises facing an explosion of unstructured data, combining storage and data services into a single hybrid cloud solution. Nasuni's approach enables business resiliency and better data management, while providing solutions that drive IT efficiency. Its best-in-class solution also eliminates the need for additional cybersecurity measures or separate backup and disaster recovery. The Nasuni File Data Platform replaces the friction associated with legacy infrastructure with optimized infrastructure flow, supporting modern enterprise expectations for data analytics and business insights. Nasuni helps businesses transform data from an obstacle into an opportunity. Guided by our leadership principlesUnify to Win, Innovate to Lead, and Level Up to ScaleNasuni is creating the foundation for how modern businesses store, use, and unlock the value of their data in the age of AI.

Summary of Role:

The 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.

Primary Responsibilities:

Strategic Customer Success & Relationship Management

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.

Adoption, Value Realization & Customer Advocacy

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.

Risk Management & Customer Health

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.

Cross-Functional Partnership

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

Qualifications

Must-Have Qualifications

• 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role within an enterprise SaaS or technology company.
• Proven success managing a portfolio of strategic or enterprise customers, building trusted relationships from technical stakeholders through executive leadership.
• Demonstrated ability to develop and execute customer success plans that drive adoption, business outcomes, retention, and long-term customer value.
• Experience leading Executive Business Reviews (EBRs/EVRs), value realization discussions, and strategic account planning with senior customer stakeholders.
• Strong understanding of customer health management, risk identification, and proactive success planning using customer success methodologies.
• Experience partnering cross-functionally with Sales, Technical Account Managers, Solutions Engineering, Support, Product, and Professional Services to deliver exceptional customer outcomes.
• Hands-on experience with Customer Success platforms such as Gainsight, Totango, ChurnZero, Planhat, or similar CRM and customer health tools.
• Excellent executive communication, presentation, facilitation, and relationship-building skills.
• Strong analytical and problem-solving abilities with the capability to translate customer goals into measurable business outcomes.
• Willingness to travel as needed to support strategic customer engagement.

Preferred Qualifications

• Experience supporting enterprise customers in cloud infrastructure, enterprise storage, data management, cybersecurity, SaaS, or hybrid cloud environments.
• Experience working within high-growth, private equity-backed, or fast-scaling SaaS organizations.
• Familiarity with enterprise IT operations, digital transformation initiatives, and infrastructure modernization programs.
• Experience identifying customer expansion opportunities and partnering with Sales to support account growth while maintaining a customer-first approach.
• Knowledge of customer success metrics, including customer health, product adoption, retention, customer advocacy, and value realization.
• Experience working with Salesforce, Gainsight, Gong, or similar customer engagement and CRM platforms.

Ideal Qualifications

• Demonstrated success managing Fortune 1000 or large global enterprise customers with complex, multi-stakeholder environments.
• Experience supporting strategic customers across multiple countries or regions within EMEA.
• Strong understanding of executive value selling, business outcome frameworks, and ROI-based customer engagement.
• Track record of building customer advocates through executive relationships, reference programs, case studies, and advisory participation.
• Experience helping customers successfully adopt new technologies while driving organizational change and long-term business value.
• Demonstrated ability to leverage AI-enabled productivity tools (such as Microsoft Copilot, ChatGPT Enterprise, Claude, Gemini, or similar) to improve customer research, meeting preparation, communication, account planning, and workflow efficiency while applying sound judgment, validating outputs, and maintaining customer confidentiality.

Experience Guidelines

• 510 years of total customer-facing experience, with at least 5 years in Enterprise Customer Success, Strategic Account Management, or a closely related SaaS customer engagement role.
• Experience managing complex enterprise accounts with multiple business and technical stakeholders.
• A proven history of driving customer adoption, executive engagement, retention, and measurable business outcomes within a subscription-based software business.
• The ability to operate independently in a highly collaborative,