Customer Success Manager

Boston, MA, United States

Description

Customer Success Manager

Location: Boston Seaport

Company: Nasuni

On-site: 3 Days Onsite

About Us: Nasuni is a high-growth hybrid cloud storage company dedicated to transforming how businesses store, manage, and protect their data. Our cutting-edge solutions enable seamless data management and protection across hybrid and multi-cloud environments. We are looking for a motivated and dynamic Customer Success Manager to join our team and help drive customer satisfaction and success.

Position Overview: As a Customer Success Manager at Nasuni, you will play a crucial role in enhancing the customer experience, ensuring high retention rates, and driving the value realization of our platform. You will be responsible for maintaining and growing relationships with approximately 60-65 accounts, guiding them through various stages of their customer lifecycle, and focusing on renewals and expansions. This is not a hunter sales position but rather a role that emphasizes customer support, utilization, and ongoing account maintenance.

Key Responsibilities:

Build Strong Customer Relationships: Establish and maintain trusted relationships with VP/C-suite influencers and key everyday admin contacts. Develop a deep understanding of each customer's needs and challenges.

Account Maintenance: Regularly engage with each account to ensure they are receiving the best value from their Nasuni investment. Maintain tight governance over communication and organizational changes within accounts.

Customer Lifecycle Management: Work with customers at various stages of their lifecycle, focusing on renewals and expansions. Drive feature adoption and consumption to ensure customers get the best value from Nasuni's products and services.

Proactive Engagement: Manage cadence calls with customers, identifying and addressing potential risks to customer retention. Act as a liaison for the customer, ensuring their voice is heard and their needs are met.

Data-Driven Insights: Utilize data from tools like Tableau and Clari to gain insights into customer sentiment, usage, and engagement. Use these insights to drive proactive customer engagements and account strategies.

Cross-Functional Collaboration: Collaborate with various teams within Nasuni, including Customer Experience, to gather insights and align resources to support customer success.

Communication Excellence: Engage with customers through phone calls, presentations, and written communication. Provide clear and concise updates and recommendations to help customers maximize their use of Nasuni products.

Technical Acumen: Develop a strong understanding of data infrastructure and technical details to effectively support and advise customers. Be prepared to dig into technical challenges and provide solutions.

Renewals and Expansions: Oversee the renewal process and identify opportunities for account expansion. Ensure customer satisfaction and loyalty by addressing their needs and concerns promptly.

What You Need to Succeed: Experience: 1-4 years of experience in account management or customer success, preferably within the tech industry.

Customer Focus: Demonstrated ability to drive consumption of existing products and services within existing customers. Experience in managing a large book of accounts is a plus.

Problem-Solving: Innovative, prescriptive, and able to tackle tough problems with a proactive approach. Capable of identifying risks and seeking assistance when needed.

Communication Skills: Excellent listening, negotiation, and presentation skills. Strong verbal and written communication skills.

Technical Knowledge: Ability to understand and discuss data infrastructure and technical details with customers.

Education: BA/BS degree desired.

Tools: Proficiency in Salesforce and experience with Clari and Tableau for data insights and forecasting.

Apply Now: If you are passionate about building strong customer relationships, have a knack for technical details, and are driven to help customers succeed, we want to hear from you. Apply today and become a part of Nasuni's exciting journey!

About Nasuni

Nasuni delivers a single software platform to store, protect, synchronize, and collaborate on unstructured file data at scale. Nasuni Cloud File Services™, powered by the patented UniFS® global file system, leverages cloud storage to modernize primary NAS and file server storage; file archiving; backup; and disaster recovery, while offering transformational new capabilities for multi-site file collaboration. By combining the low cost, unlimited capacity, and durability of private or public cloud object storage with the high performance, security, and broad application compatibility of traditional disk-based file storage, the Nasuni subscription service improves workforce productivity, simplifies IT operations, and reduces IT costs. Nasuni operates globally from its worldwide headquarters in Boston, Mass., USA.

Why work at Nasuni?

Join a dynamic team at the forefront of hybrid cloud storage innovation. At Nasuni, you'll have the opportunity to work with cutting-edge technology, make a significant impact on customer success, and grow your career in a high-growth company.

As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the world. Benefits packages vary by geography, but generally include: Take-What-You-Need paid time off

Incentive stock options

Comprehensive health, dental, and vision plans

Life and disability insurance

Retirement plan

Generous employee referral bonuses

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.