Senior Customer Success Manager

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers. We see things differently than our competitors, and we make our mark in the industry by challenging the norm and delivering the unexpected and improbable. We’re a fast-growing company taking the Cloud Storage industry by storm and recognized as one of the best places to work in Boston.
Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers and boundaries of storage with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, with no fees for egress or API requests. Cloud storage has never been so simple, so fast and so inexpensive. It’s all part of our vision to make cloud storage the next great global utility, just like electricity.
Role Description: Customer Success Manager
Role Purpose:
Wasabi’s Customer Success Managers (CSMs) are trusted advisors for a portfolio of 50-100 accounts. This role operates as Wasabi’s Growth Acceleration Team, focused on our most strategic and high-value customers and partners, reporting directly to the Head of Customer Success. The CSM will ensure customers onboard successfully, reach first-terabyte usage within 60 days, engage executive stakeholders, collaborate across internal teams (Sales, Channel, Renewal Reps, Technical, Marketing), and identify expansion opportunities.
Responsibilities:
Drive usage and storage consumption growth across assigned customer accounts
Own the post-sale lifecycle for a portfolio of 50-100 large-segment accounts, ensuring successful onboarding, adoption, and measurable value realization
Achieve Time-to-First-Terabyte (T1TB) within 5 days of customer go-live
Lead 1-2 Executive Business Reviews (EBRs) per account annually, leveraging data and metrics to demonstrate ROI and value
Develop and maintain Success Plans and account health scores, tracking usage, risk, and growth potential
Build and manage executive stakeholder relationships, translating customer business goals into measurable outcomes
Execute balanced engagement models across account tiers to drive scalable success
Identify expansion opportunities in partnership with Sales and Channel teams
Proactively detect and mitigate risk or underutilization through leading indicators
Collaborate with Marketing to amplify customer advocacy, references and case studies
Serve as the voice of the customer within Wasabi, providing feedback to Product and GTM teams
Participate in regional POD syncs to align on customer strategy, account health, and growth opportunities
Requirements:
Bachelor’s degree
Enthusiastic about the challenge of working at a start-up
7+ years of experience in Customer Success and/or Account Management in a SaaS or cloud technology environment (storage experience is a strong plus)
Proven track record managing large enterprise accounts (20- 30 accounts) where adoption, usage growth and value delivery were key outcomes
Strong communication skills (verbal and written); ability to engage with executive stakeholders and technical users
Data-driven mindset: comfortable using analytics, dashboards, usage data and health scores to drive decisions
Excellent organizational skills with the ability to prioritize across a broad portfolio and handle multiple touchpoints and stakeholder relationships
Collaborative mindset and experience working closely with Sales, Channel, Marketing, Product and Technical teams
Proficiency in CRM tools (Salesforce, ChurnZero, or equivalent) and familiarity with account health and success planning methodologies
Self-motivated, resourceful, and comfortable navigating ambiguity in a fast-paced environment
Travel up to 30% may be required (for EBRs, executive engagement, customer events)
OTE - $150,000 – $180,000
The OTE range reflects the full range for this position at Wasabi Technologies. At Wasabi, we believe in paying fairly and competitively, and individual compensation is determined based on factors such as job-related experience, skills, location, and internal equity. On Target Earnings are just one part of our total rewards approach. Wasabi team members also receive equity, and a comprehensive benefits package designed to support both professional growth and personal well-being.
Wasabi Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.