Customer Success Manager

Summary of Role:

The Senior Customer Success Manager (EMEA) is responsible for driving long-term customer value, adoption, retention, and strategic alignment across a portfolio of Strategic accounts.

Primary Responsibilities:

Strategic Customer Success & Relationship Management

• Own the post-sales relationship for a portfolio of strategic customers across the EMEA region.
• 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 EMEA.

Qualifications

Must-Have Qualifications

• 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 throughout the EMEA region as needed to support strategic customer engagement.

Preferred Qualifications

• Experience supporting enterprise customers in cloud infrastructure, enterprise storage, data management, cybersecurity, SaaS, or hybrid cloud environments.
• Experience working with Oil & Gas Customers.
• 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.

Ideal Qualifications

• Demonstrated success managing Fortune 1000 or large global enterprise 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.

Experience Guidelines

• 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.