The Opportunity
The Customer Success Manager has a strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Senior Manager of Customer Success.
As a Customer Success Manager, you will be responsible for ensuring that our B2B SaaS customers in the public sector are successful in achieving their desired outcomes and realizing the full value of our product. By working closely with customers to understand their grants processes, you will develop and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions.
Responsibilities
- Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
- Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
- Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
- Maintain and document customer data and organizational knowledge of customers’ goals, business processes, and
Euna Grants
configuration
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
- Conduct customer consultation calls and check-ins to monitor progress, identify issues, and address concerns.
- Work collaboratively with
implementation
team to keep the customer on time and on budget in their implementation plan through routine goals check-ins
- Collaborate with cross-functional teams, including support, sales, and product development, to ensure customers receive exceptional service.
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
- Prepare customer estimates, quotes and contract amendments managing upsell opportunities
- Monitor customer health indicators and respond to potential risk factors for customer retention.
- Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
- Proactively manage
any
customer issues
or
escalations
- Attend and assist with webinars, and events, connecting with customers and expanding our customer community.
- Convert customers to be references for prospects or advocates of Euna Grants supporting marketing material, events, etc.
Experience
- Bachelor's degree in business, communications, or related field.
- A minimum of
two
(2)
years
of successful
Account Management
or Customer Relationship Management
experience
- Proven
track record
of
establishing
and maintaining
relationships with
customer
contacts
- Ability to lead by influence and indirectly
manage internal teams’
efforts to support customers, including holding others accountable to their commitments
- Strong communication
skills with the ability
to have difficult conversations
and translate customer communication to internal teams
- Ability to deliver feedback, positive and critical, to internal and customer contacts
- Excellent presentation skills, with the ability to present
in verbal, written or visual form to a variety of audiences, from the internal team to
customer
executives
- Proficiency
at managing and prioritizing several
customer accounts,
projects
and deadlines simultaneously
- Ability to self-manage and be an independent member within the larger project team
- Highly analytical, data-driven
with the capability to
visualize and present complex
data
Knowledge, Skills, Abilities Preferred:
- Experience in SaaS product platform
- Knowledge of the public sector, higher education
vertical
or other nonprofit sectors
- Experience in grants
management
- Passionate about exceeding goals and delivering a result
- Team oriented and comfortable with regular performance feedback
- Flexible,
adaptable
and dedicated
- Competent in MS Office
- High degree of comfort with technology and CRM tools
Location
This position will be hybrid with 3 days/week in our Oakville, ON office.
Compensation Range: $66,000 - $82,500
We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you’ll contribute to the work ahead.
This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process.
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. We’re looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment—not replace—their expertise.
If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you’ll thrive here.
What It's Like 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
We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.
🧘♀️ Wellness days
What’s 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 time, gifts and skills.
🕰 Flexible workday
We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in.
💰 Benefits
Ask us for a copy of our health and dental benefits!
🎉 Culture committee
Celebrate at every occasion with the culture team! They make sure that our team’s 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 than 3,400 organizations across North America in building trust, enabling transparency, and driving community impact. Recognized on Government Technology’s GovTech 100 list, Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions. To learn more, visit www.eunasolutions.com.
Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/
We believe in embracing new perspectives and optimizing impact. 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 if you're excited 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 to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
For any inquiries or requests regarding accessibility at Euna Solutions, please email [email protected] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.
