Customer Success Manager

Join Nasuni as a Senior Customer Success Manager, where you will drive 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.

• Driving long-term customer value, adoption, retention, and strategic alignment across a portfolio of Commercial accounts.
• Leading strategic engagement programs, Executive Value Reviews, adoption initiatives, and success planning while serving as a key advocate for the customer internally.
• Building and maintaining strong relationships with executive sponsors, business stakeholders, and day-to-day customer champions, and creating and executing Success Plans that align customer goals with measurable business outcomes.
• Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, ChurnZero, or similar
• 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 conducting business reviews, success planning, or customer health discussions with business stakeholders
• Experience managing a portfolio of commercial or mid-market customer accounts and building strong customer relationships
• Bachelor's degree or equivalent combination of education and experience
• Demonstrated success driving customer adoption, retention, and overall customer satisfaction
• Ability to work in a hybrid environment, with three days per week onsite in our Boston Seaport office
• Strong communication, organization, presentation, and problem-solving skills with the ability to manage multiple customer priorities
• 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 supporting customers through technology implementations, migrations, or modernization initiatives
• Typically 3–5 years of relevant experience in Customer Success or a related customer-facing role within SaaS or enterprise technology
• Demonstrated curiosity and proficiency in using AI-powered productivity tools (such as Microsoft Copilot, ChatGPT, Claude, or AI capabilities within CRM or Customer Success platforms) to improve customer research, meeting preparation, communication, and workflow efficiency while validating outputs for accuracy and customer context
• Experience identifying customer expansion opportunities and partnering with Account Executives to support account growth
• Experience developing Customer Success Plans or adoption plans that align customer objectives with measurable business outcomes
• Experience growing responsibility across customer relationship management, business reviews, and customer health management
• Experience contributing to customer advocacy initiatives such as references, case studies, or customer communities
• Familiarity with customer health scoring, adoption metrics, and success methodologies
• Experience presenting business value and product adoption insights to customer stakeholders
• Experience supporting enterprise software, cloud, infrastructure, storage, cybersecurity, or data management solutions
• Experience working in a high-growth SaaS organization
• Demonstrated ability to independently manage a portfolio of customers while partnering with cross-functional teams to drive adoption, retention, and 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