At a Glance
- Tasks: Drive customer success and build strong relationships with strategic accounts across EMEA.
- Company: Join Nasuni, a leader in unified data platforms for modern enterprises.
- Benefits: Enjoy flexible remote work, comprehensive health plans, and generous referral bonuses.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Make a real impact by helping businesses unlock the value of their data.
- Qualifications: 5+ years in Customer Success or related roles, with strong relationship-building skills.
The predicted salary is between 63000 - 77000 £ per year.
Location: Paddington: 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.
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. As a trusted advisor, you will partner closely with executive stakeholders and customer champions to ensure customers realize measurable business outcomes from their investment in Nasuni. You will lead strategic engagement programs, Executive Value Reviews, adoption initiatives, and success planning while serving as a key advocate for the customer internally. This role operates within a pod-based account team structure, partnering closely with Account Executives, Technical Account Managers (TAMs), Solution Engineers, Support, and Product teams to deliver a world-class customer experience. While not directly responsible for renewals or commercial transactions, the Senior CSM plays a critical role in identifying growth opportunities, mitigating risk, and enabling long-term customer success. This is a highly visible, customer-facing role ideal for someone who enjoys building executive relationships, driving business outcomes, and influencing customer strategy. Compensation includes an 80/20 pay mix aligned to customer retention, health, and strategic success objectives.
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.
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
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.
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 UK. Benefits packages generally include:
- Best in class employee onboarding and training
- Comprehensive health, dental and vision plans
- Life and disability insurance
- Retirement plan
- Generous employee referral bonuses
- Flexible remote work policy
- Collaborative workspaces
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.
Principal Customer Success Manager in London employer: Nasuni
At Nasuni, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our comprehensive benefits package, including flexible remote work options and best-in-class training, ensures that our employees thrive both personally and professionally. Located in the vibrant area of Paddington, London, we provide unique opportunities for growth and engagement within a fast-paced, customer-centric environment, making it an ideal place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nasuni. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nasuni before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nasuni:Your cover letter is your chance to shine! Tell us why you want to work at Nasuni specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nasuni!
How to prepare for a job interview at Nasuni
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
