Customer Success Manager (EMEA)

Customer Success Manager (EMEA) - London, United Kingdom

Location: Paddington:  3 Days onsite, 2 days remote. 

2 Roles:  Senior CSM and CSM.  

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 Customer Success & Renewals Manager (EMEA) owns both the post-sales customer relationship and the renewal cycle for a portfolio of small and mid-sized enterprise customers across the region. This role blends the proactive engagement of a CSM with the commercial ownership of a Renewal Specialist.

You will guide customers through onboarding, adoption, and ongoing success, while also managing renewal strategy, pricing negotiations, multi-year conversions, and forecasting.

This is a high-visibility, customer-facing role ideal for someone who enjoys building strong relationships and driving commercial outcomes. Pay mix is 70/30, with clear targets for renewal performance.

Primary Responsibilities:

Customer Success (50%)

• Ensure successful onboarding, adoption, and long-term health for your EMEA customer portfolio.
• Monitor customer usage and engagement to identify risks, gaps, or expansion opportunities.
• Conduct regular business reviews, health checks, and value discussions with key stakeholders.
• Develop and execute customer success plans aligned to business outcomes and use cases.
• Act as a trusted advisor for best practices, operational guidance, and value realization.
• Partner cross-functionally with Support, Product, Solutions Architecture, and Sales to remove obstacles and improve the customer experience.
• Capture customer insights and feedback to drive product and process improvements.

Renewals & Commercial Ownership (50%)

• Own and close all renewals within your book of business, ensuring timely execution and accurate forecasting.
• Manage the full renewal cycle: outreach, discovery, proposal, negotiation, and close.
• Drive pricing outcomes that support uplift, multi-year conversions, and long-term retention.
• Generate accurate quotes and contracts using Salesforce and Salesforce CPQ with minimal oversight.
• Partner with Sales to flag expansion opportunities and support upsell motions when appropriate.
• Maintain rigorous renewal hygiene, pipeline accuracy, cadences, follow-ups, and data integrity.
• Help refine renewal playbooks, messaging, and automated workflows for EMEA scale.

Other Duties:

• Support customer communications and engagement initiatives.
• Participate in the creation and refinement of customer success playbooks and tools.
• Contribute to internal knowledge sharing and continuous improvement within the CS function.

Qualifications:

• Bachelor’s degree or equivalent experience.
• 3–6 years of experience in SaaS customer success, renewals, account management, or sales operations.
• Proven ability to manage customer relationships and drive commercial outcomes.
• Experience negotiating renewals, pricing, or contract terms strongly preferred.
• Proficiency with Salesforce, Salesforce CPQ, and customer success or engagement tools.
• Strong written and verbal communication skills; comfortable with executives and technical teams.
• Highly organized and detail-oriented with the ability to manage multiple priorities.
• Data-driven mindset and the ability to interpret usage signals and customer health indicators.
• Comfortable working cross-functionally in a dynamic, growth-oriented SaaS environment.

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
• 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.