Nasuni

Senior Customer Success Manager

Boston, Massachusetts, United States · Senior · Contract

Sponsorship not specifiedDetected 27 days ago

Cloud PlatformsData AnalysisSalesforceCRMAccount ManagementCustomer SuccessResearchLeadershipCommunicationProblem Solving

About the role

Senior Customer Success Manager Location: Boston Seaport: 3 Days onsite, 2 days remote.

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.
Identify risks early, develop mitigation plans, and coordinate cross-functional resources to drive successful outcomes.
Operate as a core member of a customer account pod alongside Sales, Solution Engineers, TAMs, Support, and Product teams.
Partner closely with Sales teams to identify customer growth opportunities and provide strategic account insights.
Contribute to the evolution of customer success processes, playbooks, and engagement strategies to support continued growth across the US.
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 is a highly visible, customer-facing role ideal for someone who enjoys building executive relationships, driving business outcomes, and influencing customer strategy.

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.
Experience leading Executive Business Reviews (EBRs/EVRs), value realization discussions, and strategic account planning with senior customer stakeholders.
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.
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 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 working with Salesforce, Gainsight, Gong, or similar customer engagement and CRM platforms.
Ideal Qualifications
Strong understanding of executive value selling, business outcome frameworks, and ROI-based customer engagement.
Experience Guidelines
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.

Its best-in-class solution also eliminates the need for additional cybersecurity measures or separate backup and disaster recovery.
Nasuni helps businesses transform data from an obstacle into an opportunity.

includes an 80/20 pay mix aligned to customer retention, health, and strategic success objectives.

Compensation includes an 80/20 pay mix aligned to customer retention, health, and strategic success objectives.
Lead regular customer engagement cadences including business reviews, health checks, adoption discussions, and strategic planning sessions.
Proactively monitor customer health, engagement, adoption trends, and business risks.
Risk Management & Customer Health
Utilize Gainsight and other customer success tools to maintain accurate customer health scoring, success plans, activity tracking, and risk management workflows.
Support account planning activities by sharing customer health, adoption trends, business priorities, and stakeholder intelligence.
Customer retention and account health

Own the post-sales relationship for a portfolio of strategic customers across the US
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.

This listing is sourced directly from Nasuni's careers page and normalized into a canonical job model.