Customer Success Manager

The Opportunity

The **Customer Success Manager** has a strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the 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 business needs, 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.
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
- Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, 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 in Salesforce.
- 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.
- Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

**Experience**
- Bachelor's degree in business, communications, computer science, or related field.
- 1 + year(s) of experience in customer success, customer support, or a related field.
- Proven track record of developing and implementing successful customer experience strategies.
- Experience in project management, including the ability to manage multiple projects simultaneously.

**Location**

This position will be hybrid at our Oakville, ON office.

**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 opportunity 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 Euna Employees enjoy 2 extra days off in the summer to extend long weekends Extra days 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 Work Days
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.