Digital Customer Success Manager (Grants)

Atlanta, GA - USA

Monthly Salary: Not Disclosed

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

The Opportunity

Were looking for a data-driven operationally sharp Digital Customer Success Manager to support a high-volume portfolio of Euna this role youll serve as the primary point of contact for a large segment of customersmanaging their success at scale through digital-first engagement proactive outreach campaigns and efficient issue resolution.

This role is built for someone who thrives on operational efficiency loves working with data and knows how to deliver meaningful customer experiences without one-on-one bandwidth for every account. Youll use automation segmentation and smart workflows to drive outcomes across over 300 accountskeeping customers healthy informed and growing.

Responsibilities

Manage a High-Volume Portfolio

Own the health and success of over 300 accounts across one or more Euna product lines
Monitor customer health signals at scale using Totango and Salesforce to identify risk engagement trends and expansion opportunities
Triage and prioritize accounts based on health scores renewal timelines and product usage data
Maintain accurate and up-to-date customer data across CS platforms

Execute Digital Engagement Campaigns

Design and execute multi-touch outreach campaigns (email in-app etc) targeting customer segments by product lifecycle stage or health status
Contribute to customer newsletters product update communications and event invitations
Manage campaign calendars and coordinate timing across product lines and customer segments
Track engagement metrics and iterate on messaging to improve open rates response rates and conversion

Drive Value & Support Customer Outcomes

Support customers in achieving product adoption milestones and value realization goals
Identify upsell and cross-sell signals and surface qualified opportunities to the Sales team
Respond to customer inquiries efficiently leveraging templates knowledge base resources and automation where appropriate
Support the execution of customer success plans for key accounts in your portfolio

Escalate & Resolve Issues

Serve as the first line of awareness for customer issues surfaced through digital channels health score changes or direct outreach
Escalate complex product technical or relationship issues to the appropriate internal teams promptly and with clear context
Track escalation status and ensure timely resolution following up with customers to close the loop
Partner with Support Implementation and Product teams to address systemic issues affecting multiple customers

Maintain Operational Excellence

Maintain clean complete and reliable customer data in Totango and Salesforce
Document customer interactions outcomes and follow-up tasks consistently
Contribute to the development and refinement of scalable playbooks templates and digital engagement frameworks
Track and report on portfolio-level KPIs including health score trends campaign engagement escalation volume and renewal risk

Experience

2 years of experience in Customer Success Account Management or a related customer-facing role ideally in a SaaS environment
Experience managing a large book of business (200 accounts) with a tech-touch or digital-first model
Strong data literacy - comfortable working with CRM and CS platform data to identify trends and prioritize actions
Excellent written communication skills with experience crafting customer-facing emails campaign content or newsletters
Highly organized with the ability to manage competing priorities across a high-volume portfolio
Experience with CS tools such as Totango Salesforce experience a plus
Public sector or government technology experience is a plus but not required
A genuine curiosity about AI tools and enthusiasm for using them to work smarter

Location

This position will be hybrid with 3 days/week in our Atlanta GA office.

AI Mindset at Euna Solutions
We believe the future of work is human AI. At Euna Solutions we encourage our team members to leverage AI tools to enhance creativity efficiency and decision-making. Were looking for people who are curious about emerging technologies eager to experiment and committed to using AI responsibly to augmentnot replacetheir expertise.

If you enjoy exploring new ways to solve problems learning continuously and applying AI to make your work smarter and more impactful youll thrive here.

WhatItsLike to Work at Euna Solutions

At Euna Solutions we carefully foster a work environment where employees have a safe space for creative and intellectual freedom and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunities for professional growth and advancement.

Here are some of the perks that Euna employees enjoy:

Competitive wages
Wepaycompetitive wages and salaries and we only expect an honest 40-hour week for it.

Wellness days
Whats better than a long weekend An extra-long weekend!Twice a year Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love.

Community Engagement Committee
At Euna we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through timegiftsand skills.

Flexible workday
Weunderstandthat what a workday looks like differs by employee and the role requirements. Through our interview processwellwork with you to ensureitsa fitfor you and the specific roleyoureinterested in.

Benefits
Askus for a copy of our health and dental benefits!

Culture committee
Celebrateatevery occasion with the culture team! They make sure that our teams culture is bustling with frequent fun events for holidays and special occasions as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions is a leading provider of purpose-built cloud-based software that helps public sector and government organizations streamline procurement budgeting payments grants management and special education administration. Designed to enhance efficiency collaboration and compliance Euna Solutions supports more than3400organizations across North America in building trust enabling transparency and driving community impact. Recognized on Government Technologys GovTech 100 list Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions. To learn more visit .

Please visit our website: check out our LinkedIn Pages believe in embracing new perspectives andoptimizingimpact. If you have relatable experience and relevant transferable skills but feel you may be missing a few of the requirements we encourage you to apply! We recognize that people have unique career journeys and ifyoureexcited about this role and know you can bring something great to the team then we want to hear from you. Please know Euna Solutions is committed toprovidinga comfortable and accessible interview process for every candidate. If there are anyaccommodationsour team can make throughout our hiring process (big or small) please let us know.

For any inquiries or requestsregardingaccessibility at Euna Solutions please emailor call our officeat1.877.707.7755. Upon requestappropriate accessibleformats or arrangements will beprovidedas soon aspracticable.

Required Experience:

Manager

The OpportunityWere looking for a data-driven operationally sharp Digital Customer Success Manager to support a high-volume portfolio of Euna this role youll serve as the primary point of contact for a large segment of customersmanaging their success at scale through digital-first engagement proact...