# Senior Customer Success Manager

**Company:** [Nasuni](https://hotfix.jobs/companies/nasuni)
**Location:** London, United Kingdom
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Gainsight, Totango, Churnzero, Planhat, Customer Success Management, Account Management, SaaS, Cloud Infrastructure, Enterprise Storage, Data Management, Cybersecurity, Hybrid Cloud, Executive Business Reviews, Customer Health Scoring, CRM
**Posted:** 2026-07-31

> Own strategic enterprise customer relationships across EMEA, driving adoption, measurable business outcomes, retention, and advocacy. The role requires 5+ years in customer success or a related enterprise technology function, executive communication skills, and experience with customer health platforms.

## Job Description

## Responsibilities

### Strategic Customer Success & Relationship Management
- Own the post-sales relationship for a portfolio of strategic customers across EMEA.
- Develop a deep understanding of customer business objectives, success criteria, operational priorities, and technology strategy.
- Build relationships with executive sponsors, business stakeholders, and customer champions.
- Create and execute success plans aligned with measurable business outcomes and value realization.
- Provide strategic guidance, industry best practices, and recommendations that maximize customer success.
- Lead customer engagement cadences, including business reviews, health checks, adoption discussions, and strategic planning sessions.
- Facilitate Executive Value Reviews demonstrating business value, customer outcomes, ROI, and future partnership opportunities.

### Adoption, Value Realization & Customer Advocacy
- Drive product adoption and utilization across customer environments.
- Support customer initiatives, projects, migrations, and operational milestones.
- Educate customers on product capabilities, roadmap developments, best practices, and emerging solutions.
- Identify opportunities to expand customer awareness and adoption of products and services.
- Capture customer feedback, business requirements, and enhancement requests.
- Promote customer advocacy opportunities, including references, case studies, advisory participation, and community engagement.

### Risk Management & Customer Health
- Monitor customer health, engagement, adoption trends, and business risks.
- Use Gainsight and other customer success tools to maintain customer health scores, success plans, activity tracking, and risk workflows.
- Identify risks early, develop mitigation plans, and coordinate cross-functional resources.
- Escalate customer concerns while maintaining accountability for customer satisfaction and success.
- Document and manage customer milestones, action plans, and follow-up activities.

### Cross-Functional Partnership
- Work as part of an account pod with Sales, Solution Engineers, Technical Account Managers, Support, and Product teams.
- Coordinate internal resources to remove obstacles and accelerate customer outcomes.
- Partner with Sales to identify growth opportunities and provide strategic account insights.
- Contribute customer health, adoption trends, business priorities, and stakeholder intelligence to account planning.
- Help evolve customer success processes, playbooks, and engagement strategies across EMEA.

## Requirements
- 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role in enterprise SaaS or technology.
- Experience managing strategic or enterprise customers and building relationships from technical stakeholders through executive leadership.
- Experience developing and executing customer success plans that drive adoption, business outcomes, retention, and long-term value.
- Experience leading Executive Business Reviews or Executive Value Reviews, value realization discussions, and strategic account planning.
- Strong understanding of customer health management, risk identification, and proactive success planning.
- Experience partnering with Sales, Technical Account Managers, Solutions Engineering, Support, Product, and Professional Services.
- Hands-on experience with Gainsight, Totango, ChurnZero, Planhat, or similar customer success and health platforms.
- Excellent executive communication, presentation, facilitation, and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Willingness to travel throughout EMEA as needed.

## Nice-to-haves
- Experience supporting enterprise customers in cloud infrastructure, enterprise storage, data management, cybersecurity, SaaS, or hybrid cloud environments.
- Experience working with oil and gas customers.
- Experience in high-growth, private-equity-backed, or fast-scaling SaaS organizations.
- Familiarity with enterprise IT operations, digital transformation, and infrastructure modernization programs.
- Experience identifying customer expansion opportunities and partnering with Sales to support account growth.

## Compensation & Benefits
- Compensation includes an 80/20 pay mix aligned to customer retention, customer health, and strategic success objectives.
- Work schedule: 3 days onsite and 2 days remote.

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