Customer Success Manager

Customer Success Manager

The Customer Success Manager is responsible for driving 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. While not directly responsible for renewals or commercial transactions, the 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 Customer Success Manager will:

• Own the post-sales relationship for a portfolio of commercial 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.

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 include 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.

Must-have qualifications include a Bachelor's degree or equivalent combination of education and experience, 35 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 managing a portfolio of commercial or mid-market customer accounts and building strong customer relationships, demonstrated success driving customer adoption, retention, and overall customer satisfaction, experience conducting business reviews, success planning, or customer health discussions with business stakeholders, 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 using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, ChurnZero, or similar, strong communication, organization, presentation, and problem-solving skills with the ability to manage multiple customer priorities, and ability to work in a hybrid environment, with three days per week onsite in our Boston Seaport office.

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, and professional development resources.