Employee Spotlight: Q&A with Leigh Lyne, Director of Customer Success at Nasuni

Nasuni caught up with Leigh Lyne, Director of Customer Success, to talk about the work that goes into maintaining a world-class NPS score and how curiosity for the customer has enabled her career growth.

Q: Great to meet you! Can you talk me through what you’re responsible for and what your role involves?

Customer success is responsible for looking after the entire post-sales customer journey — from onboarding and adoption, to renewal and long-term value realization. Our goal is for every customer to optimize every insight that can be extracted from their data so they can go to bed at night feeling supported to maximize the return our products provide for years to come.

My role as Director of Customer Success is primarily focused on strategic forward-planning and program design. Currently, we’re taking a hard look at how to utilize processes and technology to effectively scale our customer success motion from covering 30 to 100 percent of our customer base, while continuing to improve the customer experience.

Q: You joined Nasuni almost eight years ago in 2018. What was it that first made you want to work here?

My first exposure to this type of work was through my older sister, an account management leader in the tech world. Our discussions prompted an interest in client-based work long before I’d heard of Nasuni. When I came across Nasuni, I was about a year out of college. I didn’t know anybody at the company, and I didn’t know much about storage and infrastructure. It was all brand new to me.

As soon as I started interviewing, the people drew me in. Their pride in having built the company from the ground up was irresistable, and I could see they were serious about finding people who shared their passion. Once I began to appreciate the dramatic difference our technology could make to our customers’ success, I was sold.

Q: You’ve had incredible career progression at Nasuni. Can you talk me through the step ups you’ve made and how Nasuni has supported you on that journey?

I started as an account manager on a team of three. That gave me a great foundation for understanding our customer’s journey. As our customer base scaled, our team grew, and I had the opportunity to create more customized customer pathways. I kept asking myself the question, “How can we build systems and implement technology to make the experience even better?” That curiosity drew me into a leadership role.

Life is easier when you have a champion in your corner who cheers you on, gracefully points out your shortcomings, leads by example, and always has your back. In my case, that champion was Andrew Vance. He hired me in 2018, and in the past seven years has taught me more about leadership, integrity, managing people, and assuming responsibility for both the good and the bad than I could have imagined. Andrew gave me opportunities that I would never have gotten elsewhere. But he didn’t just toss me into the deep end of the pool, unsupervised. He was always there when I got over my head or had a crisis of confidence, and for that I will always be grateful. To the extent that my experience at Nasuni has been successful, it is largely attributable to Andrew, mentor, teacher, friend.

Q: Nasuni maintains a consistently high NPS score. What do you think enables that?

It’s simple: the most important thing to us is our customer base. We genuinely care about our customers’ feedback. We listen to it. As companies scale, that focus can sometimes get lost, but we comb through every single NPS comment – whether it’s good, bad, or neutral – and act on it. If a customer tells us we’re doing something well, we aim to make it even better. If they feel we’re lacking in an area, we look at how we can improve the experience or the product in order to evolve with them.

Q: Can you tell me about a recent project you’re proud to have worked on?

I’m really proud of the transformation of our customer success platform, Gainsight. We went from not having a scalable account tracking system, to building out a consolidated knowledge base where anyone in the company can go and see what’s going on inside an account. Its intelligent AI features let my team react to events in real time. For example, if a customer has an unexpected data spike, we can alert them immediately. It’s taken a lot of the manual process out of the job and allowed us to become much more proactive.

Q: To help people get to know you better, can you tell us what you enjoy doing when you’re not in the office?

In college, I minored in studio art with a focus on ceramics, and I’ve been making earthenware pottery ever since. It’s a creative outlet that keeps me happy and grounded. I live in Cambridge and take classes at Harvard, which has a beautiful studio. I make items I use every day — bowls and mugs and plates. I like to enjoy my art. That said, I’ve made so many pieces over the years that I’m having to purge them by offloading them to my parents, much to their chagrin. I’m getting very picky about what I want to keep in the house and my parents are contemplating a tag sale.

If you’re interested in being part of the next phase of Nasuni’s growth, you can explore our latest career opportunities here.