Senior Customer Success Manager

Primary Responsibilities

Strategic Customer Success & Relationship Management

• 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

Adoption, Value Realization & Customer Advocacy

• 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

Risk Management & Customer Health

• 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

Cross-Functional Partnership

• 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

• 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

Benefits

• 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
• Professional development resources