Senior Manager, Customer Success

The Opportunity

The Senior Manager Customer Success is a key leadership position responsible for developing and executing strategies to ensure customer satisfaction retention and growth. This role leads a team of Customer Success Managers and works cross-functionally with Sales Product and Support to deliver exceptional customer experiences. You may also lead Managers/Team Leads who lead teams. The ideal candidate is a strategic thinker an inspirational leader and passionate about driving customer value.

Responsibilities

• Lead and mentor a team of Customer Success Managers and Managers/Team Leads providing coaching guidance and professional development opportunities.
• Develop and implement customer success strategies that align with company objectives and drive customer retention expansion and advocacy.
• Build strong relationships with key customers acting as a trusted advisor and main point of escalation for complex issues.
• Analyze customer health metrics and feedback to proactively address risks and identify opportunities for improvement.
• Collaborate with Renewals Sales Implementation Product and Support teams to ensure seamless customer experiences.
• Work with the Renewals team and CSMs to ensure accurate Renewal and Churn forecasting.
• Coach CSMs to identify renewal risk as soon as possible and to create and maintain risk mitigation plans.
• Drive the adoption of products and services through tailored engagement plans business reviews and customer education initiatives.
• Establish and monitor performance metrics regularly reporting on team achievements and customer outcomes to senior leadership.
• Champion the voice of the customer within the organization to influence product development and service enhancements.
• Manage escalations and resolve complex customer issues with a focus on long-term satisfaction and partnership.
  

Qualifications

• Bachelors degree in Business Marketing or a related field preferred.
• 7 years of experience in Customer Success Account Management or related roles with at least 3 years in a leadership capacity.
• Proven track record of driving customer retention and growth in a B2B or SaaS environment.
• Strong leadership communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Exceptional problem-solving and conflict resolution skills.
• Experience with customer success platforms (e.g. Totango Salesforce Zendesk) or the ability to quickly learn.

Knowledge Skills Abilities Preferred:

• Customer-centric mindset
• Strategic planning and execution
• Team leadership and development
• Cross-functional collaboration
• Data-driven decision making
• Excellent written and verbal communication
• Prior experience with public sector and not-for-profit customers preferred
  

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:

Senior Manager