Customer Success Manager (Budgets)

Euna Solutions is a leading provider of cloud-based software for public sector organizations, and they are seeking a Customer Success Manager to ensure that their B2B SaaS customers achieve desired outcomes. The role involves developing strategies, building relationships with stakeholders, and collaborating with cross-functional teams to enhance customer success and satisfaction.

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

Skills

• 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
• Proficient in Salesforce, Microsoft Office, and other relevant software applications

Benefits

• Competitive wages
• Wellness days
• Community Engagement Committee
• Flexible workday
• Benefits
• Culture committee

Company Overview