Role overviewNasuni is seeking a Sr. Principal Customer Onboarding Manager to lead the customer relationship through our most complex enterprise onboarding engagements, which may span six to twelve months or longer.
You will work alongside a Professional Services Project Manager and technical implementation team responsible for project planning, architecture, migration, configuration, and technical delivery. Your responsibility is different: you will keep the customer aligned around the business outcomes behind the implementation.
From sales transition through go-live and steady-state Customer Success, you will maintain executive alignment, monitor customer health, anticipate organizational and adoption challenges, translate technical developments into business implications, and make sure the customer remains confident in the path forward.
For selected strategic engagements, your involvement may begin before formal kickoff so you can understand the customer's business case, stakeholders, commitments, and expected outcomes before implementation begins.
This is a senior individual contributor position with no direct reports. It is
not a technical implementation or project-management role.
Level and scopeYou will operate independently across high-complexity enterprise and global customer engagements. You will frequently work through ambiguity, competing stakeholder priorities, changing timelines, and executive escalations.
The Project Manager owns the project plan and delivery coordination. Technical specialists own architecture and implementation decisions. You own customer alignment, business-value continuity, adoption readiness, executive governance, customer health, and the transition into long-term success.
What you'll do- 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.
Must-have qualifications- 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.
Preferred qualifications- 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.
Ideal qualifications- 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.
