Senior Customer Success Manager

About Nasuni 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 to help 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 1,300 enterprises globally, Nasuni helps organizations modernize file infrastructure, strengthen data security, and support AI-driven operations.

Nasuni

Nasuni is the unstructured data foundation for enterprise teams and AI, powering where work happens.

Enterprise File StorageData ProtectionFile ServerCloud InitiativeMobile AccessCloud StorageCloud File ServicesRemote OfficeBranch Office (ROBO) File StorageArchive Services

N

nasuni.com

501-1,000 employees

IT Services and IT Consulting

Boston, MA

2009

Privately Held

29k LinkedIn followers

Raised $247M

• Location: Boston Seaport: 3 Days onsite, 2 days remote.
• 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.
• The Senior Customer Success Manager is responsible for driving long-term
• customer value, adoption, retention, and strategic alignment across a portfolio
• of Enterprise 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 Senior 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.
• Own the post-sales relationship for a portfolio of strategic 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.
• 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

Required

• 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.
• 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.
• 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
• 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

Preferred

• 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.

• comprehensive benefits packages to employees across the US.  Benefits packages
• In accordance with U.S. pay transparency laws, Nasuni is committed to providing
• visibility into compensation for all U.S.-based roles. Click HERE