Senior Principal Customer Onboarding Manager

Nasuni is a SaaS data infrastructure company that manages, protects, and activates enterprise unstructured data. The Senior Principal Customer Onboarding Manager leads complex enterprise onboarding engagements, maintaining executive alignment, customer health, business-value continuity, adoption readiness, and the transition to long-term Customer Success.

Responsibilities:

• Own relationship continuity from sales transition and kickoff through implementation, go-live, adoption readiness, and handoff to the ongoing Customer Success and Support teams
• Establish executive governance and lead Business Value Reviews and executive alignment sessions connecting implementation progress to the outcomes that led the customer to choose Nasuni
• Maintain an executive-level view of customer health, sentiment, organizational readiness, stakeholder alignment, and risk alongside the technical project plan
• Work effectively with very large, multi-stakeholder enterprises where implementation decisions may affect multiple business units, regions, workflows, or executive constituencies
• Translate technical decisions, dependencies, scope changes, and timeline shifts into clear business implications, options, and recommendations
• Anticipate the impact of new workflows on people and processes and lead customer conversations around adoption, communications, readiness, and organizational change
• Lead customer-facing escalations, bring the appropriate Nasuni and customer leaders together, clarify decisions, and ensure customer-impacting commitments are carried through
• Maintain commercial awareness throughout onboarding by understanding the original business case, customer priorities, relationship health, and potential downstream implications without replacing Sales or Account Management ownership
• Ensure Customer Success and Support inherit the business context, executive relationships, commitments, risks, adoption plan, and customer history required for a strong transition
• Identify patterns across engagements and improve onboarding playbooks, executive governance practices, customer-health signals, and change-readiness standards
• Use approved AI-enabled tools to synthesize engagement information, identify customer or adoption risk, prepare executive narratives, and improve repeatable workflows while validating outputs against customer context and source information

Requirements:

• 10+ years of relevant experience in enterprise Customer Success, customer onboarding, customer transformation, Professional Services, strategic customer management, or another customer-facing role supporting complex B2B technology
• 5+ years personally owning customer outcomes through complex enterprise onboarding, deployment, or transformation engagements
• Direct experience working with genuinely large enterprise organizations involving multiple stakeholder groups, senior executives, and organizational or technical complexity
• Demonstrated ownership of executive governance, Business or Executive Value Reviews, steering meetings, executive alignment, and difficult customer conversations
• Experience partnering as a peer with Professional Services Project Managers, architects, engineers, consultants, or implementation teams while maintaining clear ownership boundaries
• Strong change-leadership capability across stakeholder impact, adoption readiness, communications, process change, and organizational alignment
• Ability to stabilize executive and customer relationships when delivery dependencies, scope, priorities, or timelines change
• Ability to understand technical detail and translate it into business consequences and recommendations without acting as the technical decision-maker
• Practical AI use in customer-facing or operational work, including appropriate validation, privacy, and human accountability
• Experience with major global technology or enterprise software organizations combined with the adaptability required in a scaling SaaS business
• Demonstrated success improving time-to-value, adoption readiness, customer health, executive confidence, or transition quality
• Experience supporting Fortune 500 or comparably large global enterprises
• Evidence of mentoring experienced customer-facing professionals and influencing standards without formal authority
• Experience developing reusable AI-assisted customer workflows while maintaining strong verification and information-security practices
• Experience with cloud infrastructure, storage, data management, data migration, cybersecurity, enterprise platforms, or similarly complex technical environments
• Experience supporting global or multi-region enterprise deployments
• Experience working in or alongside Professional Services organizations
• Experience operating in a high-growth SaaS or private-equity-backed technology environment
• Experience improving onboarding methodologies, executive governance, customer-health models, or organizational change frameworks