# Customer Success Manager

**Company:** [Nasuni](https://hotfix.jobs/companies/nasuni)
**Location:** Boston, MA
**Role:** Customer Success
**Skills:** Gainsight, Customer Success, Account Management, Executive Relationship Management, Success Planning, Customer Health Scoring, Risk Management, Cross-Functional Collaboration, Product Adoption, Business Reviews
**Posted:** 2026-06-12

> Drive long-term customer value, adoption, and retention for a portfolio of Commercial accounts. Partner with executive stakeholders to ensure measurable business outcomes and act as a trusted advisor within a pod-based account team.

## Job Description

## 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

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