Principal Customer Success Manager

Overview

In this role you will own the post‑sales relationship for a portfolio of strategic customers across EMEA, driving adoption, retention and measurable business outcomes. You will partner with executives and champions to lead value-focused engagements, including EVRs and success planning, ensuring customers realize the strategic impact of Nasuni. You will work within a pod-based team to coordinate cross‑functional resources and advocate for the customer internally. This is a visible, impact‑driven role that shapes customer strategy and growth opportunities.

Pay / Benefits

• Best in class onboarding and training
• Health, dental and vision plans
• Life and disability insurance
• Retirement plan
• Employee referral bonuses
• Flexible remote work policy

Responsibilities

• Own post‑sales relationship for strategic customers in EMEA and align with their objectives
• Develop deep understanding of customer goals, priorities, and technology strategy
• Build executive sponsorship and stakeholder relationships; deliver regular business reviews and strategic planning sessions
• Create and execute Success Plans to realize measurable business outcomes
• Lead Executive Value Reviews (EVRs) to demonstrate ROI and future opportunities
• Drive product adoption and ensure maximum value realization from Nasuni investments
• Educate customers on roadmap, capabilities, and best practices; identify expansion opportunities
• Capture customer feedback to influence product and service improvements
• Promote customer advocacy opportunities and reference programs
• Monitor health and adoption trends; manage risks and coordinate cross‑functional resources
• Operate within a customer account pod; collaborate with Sales, TAMs, Solutions Engineers, Support, and Product teams
• Support account planning with health and adoption data; contribute to CS playbooks and processes

Key requirements

• 5+ years in Customer Success, Strategic/Technical Account Management in enterprise SaaS or technology
• Proven success managing strategic/enterprise customers and guiding executive stakeholders
• Experience leading Executive Business Reviews (EBRs/EVRs) and strategic account planning
• Strong health management, risk identification and proactive planning experience
• Cross‑functional collaboration with Sales, Solutions Engineering, Support, Product, and Professional Services
• Hands‑on experience with CS platforms (Gainsight, Totango, ChurnZero, Planhat) or similar tools; Salesforce
• Excellent executive communication, presentation and relationship-building skills
• Strong analytical and problem-solving abilities to translate goals into outcomes
• Willingness to travel across the EMEA region

• Executive communication
• Relationship-building
• Strategic thinking
• Gainsight
• Totango
• ChurnZero

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