Senior 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 Enterprise accounts. You will partner closely with executive stakeholders and customer champions to ensure measurable business outcomes from their investment in Nasuni. This highly visible, customer-facing role is ideal for someone who enjoys building executive relationships, driving business outcomes, and influencing customer strategy.

• Establish and maintain strong relationships with executive sponsors and key stakeholders within a portfolio of Enterprise accounts, ensuring alignment with their business objectives and success criteria.
• Lead strategic engagement programs, Executive Value Reviews, adoption initiatives, and success planning, serving as a trusted advisor and advocate for the customer internally.
• Proactively monitor customer health, engagement, adoption trends, and business risks, identifying risks early and developing mitigation plans to drive successful outcomes.
• 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
• A proven history of driving customer adoption, executive engagement, retention, and measurable business outcomes within a subscription-based software business
• Experience partnering cross-functionally with Sales, Technical Account Managers, Solutions Engineering, Support, Product, and Professional Services to deliver exceptional customer outcomes
• Experience leading Executive Business Reviews (EBRs/EVRs), value realization discussions, and strategic account planning with senior customer stakeholders
• Hands-on experience with Customer Success platforms such as Gainsight, Totango, ChurnZero, Planhat, or similar CRM and customer health tools
• The ability to operate independently in a highly collaborative, fast-paced environment while influencing cross-functional teams without direct authority
• Excellent executive communication, presentation, facilitation, and relationship-building skills
• Willingness to travel as needed to support strategic customer engagement
• Proven success managing a portfolio of strategic or enterprise customers, building trusted relationships from technical stakeholders through executive leadership
• Strong understanding of customer health management, risk identification, and proactive success planning using customer success methodologies
• Strong analytical and problem-solving abilities with the capability to translate customer goals into measurable business outcomes
• Demonstrated ability to develop and execute customer success plans that drive adoption, business outcomes, retention, and long-term customer value
• Experience managing complex enterprise accounts with multiple business and technical stakeholders
• 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 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
• Knowledge of customer success metrics, including customer health, product adoption, retention, customer advocacy, and value realization
• Experience identifying customer expansion opportunities and partnering with Sales to support account growth while maintaining a customer-first approach
• 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