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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 principles—Unify to Win Innovate to Lead and Level Up to Scale—Nasuni is creating the foundation for how modern businesses store use and unlock the value of their data in the age of AI.
• 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.
• 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.
• 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.
• 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.
• 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
QualificationsMust-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.
- 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.
- 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.
- 5–10 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 fast-paced environment while influencing cross-functional teams without direct authority.
Why 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 policy
- Comprehensive health dental and vision plans
- Company-paid life and disability insurance
- 401(k) and Roth IRA retirement plan
- Generous employee referral bonuses
- Flexible remote work policy
- 10 Paid Holidays
- Wide array of wellbeing offerings
- Pre-tax savings accounts with company contributions
- Great team culture and social activities
- Collaborative workspaces
- Free on-site fitness centers and stocked kitchens in select office locations
- Professional development resources
Compensation 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.
This privacy notice relates to information collected (whether online or offline) by Nasuni Corporation and our corporate affiliates (collectively “Nasuni”) from or about you in your capacity as a Nasuni employee independent contractor/service provider or as an applicant for an employment or contractor relationship with Nasuni.
Skills Required
- Manage post-sales relationships for enterprise customer portfolios
- Develop and execute Success Plans and Executive Value Reviews
- Drive product adoption utilization and value realization
- Use Gainsight and other customer success tools to maintain customer health scoring and workflows
- Build and maintain executive-level relationships and act as trusted advisor
- Coordinate cross-functional teams (Sales TAMs SEs Support Product) within pod-based account structure
- Work onsite in Boston Seaport three days per week (3 days onsite 2 days remote)
- Identify risks and develop mitigation plans to protect customer health and retention
What the Team is Saying
What We Do
Nasuni is a leading unstructured data platform for enterprises where file data is mission-critical for both people and AI. We power the operational file layer where work happens — helping organizations manage protect and activate data so teams can work smarter reduce costs and operate securely without limits. Built on a patented architecture that fuses cloud object storage with enterprise file services — including permissions versioning and a global namespace — Nasuni delivers high-performance file access global data availability and a scalable governed AI-ready single source of truth across every major cloud. Trusted by more than 1300 enterprises globally Nasuni helps organizations modernize file infrastructure strengthen data security and support AI-driven operations. Learn more at www.nasuni.com.
Why Work With Us
We’re scaling up our people our products and our ecosystem. We’re not just building better technology. Nasuni is successful because we focus on taking care of our employees nurturing talent ensuring quality for our customers maintaining a healthy balance sheet and yes always improving our technology.
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Nasuni Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid and remote work policy allows our team to source top talent and let them decide how and where they work best.
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