Customer Success Manager
Location: Boston Seaport: 3 Days onsite, 2 days remote.
About Nasuni:
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.
• 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.
• 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.
• 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.
• 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.
• 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
- Bachelor's degree or equivalent combination of education and experience.
- 3–5 years of experience in Customer Success, Account Management, Technical Account Management, Customer Experience, or another customer-facing role within a B2B SaaS or technology company.
- Experience managing a portfolio of commercial or mid-market customer accounts and building strong customer relationships.
- Demonstrated success driving customer adoption, retention, and overall customer satisfaction.
- Experience conducting business reviews, success planning, or customer health discussions with business stakeholders.
- Ability to identify customer risks, coordinate internal resources, and proactively drive resolution.
- Experience collaborating cross-functionally with Sales, Support, Technical Account Managers, Solutions Engineering, and Product teams to deliver customer outcomes.
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, Totango, ChurnZero, or similar.
- Strong communication, organization, presentation, and problem-solving skills with the ability to manage multiple customer priorities.
- Ability to work in a hybrid environment, with three days per week onsite in our Boston Seaport office.
- Experience supporting enterprise software, cloud, infrastructure, storage, cybersecurity, or data management solutions.
- Experience developing Customer Success Plans or adoption plans that align customer objectives with measurable business outcomes.
- Familiarity with customer health scoring, adoption metrics, and success methodologies.
- Experience identifying customer expansion opportunities and partnering with Account Executives to support account growth.
- Experience working in a high-growth SaaS organization.
- Experience supporting customers through technology implementations, migrations, or modernization initiatives.
- Experience presenting business value and product adoption insights to customer stakeholders.
- Experience contributing to customer advocacy initiatives such as references, case studies, or customer communities.
- Demonstrated curiosity and proficiency in using AI-powered productivity tools (such as Microsoft Copilot, ChatGPT, Claude, or AI capabilities within CRM or Customer Success platforms) to improve customer research, meeting preparation, communication, and workflow efficiency while validating outputs for accuracy and customer context.
- Typically 3–5 years of relevant experience in Customer Success or a related customer-facing role within SaaS or enterprise technology.
- Demonstrated ability to independently manage a portfolio of customers while partnering with cross-functional teams to drive adoption, retention, and customer success.
- Experience growing responsibility across customer relationship management, business reviews, and customer health management.
Why work at Nasuni?
As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US. Benefits packages generally include:
- 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
Compensation Transparency:
In accordance with U.S. pay transparency laws, Nasuni is committed to providing visibility into compensation for all U.S.-based roles. Click HERE to view our compensation ranges by job grade. Actual compensation will be based on a variety of factors, including a candidate’s experience, skills, education, and work location.
To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.
Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.
This privacy notice relates to information collected (whether online or offline) by Nasuni Corporation and our corporate affiliates (collectively, “Nasuni”) from or about you in your capacity as a Nasuni employee, independent contractor/service provider or as an applicant for an employment or contractor relationship with Nasuni.
Skills Required
- Senior-level customer success experience managing commercial accounts
- Proven experience building success plans and conducting Executive Value Reviews
- Experience driving product adoption, value realization, and customer retention
- Experience using Gainsight and other customer success tools for health scoring and tracking
- Strong cross-functional collaboration with Sales, TAMs, Solution Engineers, Support, and Product teams
- Ability to build executive relationships and communicate strategic guidance to stakeholders
What the Team is Saying
Nasuni Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision plans are available, with mainstream carriers in the U.S. Feedback suggests core health coverage is a strong element of the package.
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Leave & Time Off Breadth — Flexible or 'take-what-you-need' PTO is paired with paid holidays and volunteer time off. Hybrid/remote flexibility supports practical time away when needed.
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Equity Value & Accessibility — Equity/stock options and long‑term incentive participation are offered to many roles, enabling employees to share in company success. Feedback suggests equity access enhances total-comp potential for eligible roles.
Nasuni Insights
What We Do
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 — helping 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. Learn more at www.nasuni.com.
Why Work With Us
We’re scaling up our people, our products, and our ecosystem. We’re not just building better technology. Nasuni is successful because we focus on taking care of our employees, nurturing talent, ensuring quality for our customers, maintaining a healthy balance sheet, and yes, always improving our technology.
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Nasuni Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid and remote work policy allows our team to source top talent and let them decide how and where they work best.
