The Opportunity

The Senior Customer Success Manager is a senior strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Manager, Customer Success.

As a Senior 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. As a Sr. CSM you will take a leadership role within the team, training and supporting CSM team members. You will assist CSM team members, leading customer meetings with a consultative approach where subject matter expertise is required. In addition, you will assist in leading CS-related projects and provide insight to CSM team members on their projects.

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 cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service and assist CSM's.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering taking a consultative approach to demonstrate software features on a customer call.
• Assisting CSM's with customer calls as the subject matter expert, leading with a consultative approach prepared to demonstrating software features and functionality as needed.
• Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
• Create and review customer renewal contracts and amendments working with your manager to negotiate pricing and terms if required by the customer.
• 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 leading customer-focused webinars, and events, connecting with customers to expand our customer community.
• Manage, organize, and facilitate User Group meetings, contribute as a subject matter expert, leading panels and topic sessions, providing content, agendas, and working with Marketing to promote and encourage engagement/participation.
• Conduct live training webinars, demonstrating software features and functionality and assist CSM's in preparing and conducting the same.
• Identify and execute business strategies and lead projects that contribute to the department and organizational key objectives including renewals/retention, revenue growth, references, increased utilization, feature adoption and overall product optimization.

Experience

• Bachelor's degree in business, communications, computer science, or related field.
• 5 + years of experience in customer success, customer support, or a related field.
• 2 + years of experience performing technical software demonstrations.
• 2 + years of experience working with public sector customers in a B2B SaaS environment.
• Understanding public sector finance, budgeting or other key functional processes and regulations.
• 5 + years of experience in public sector with specific vertical experience such as working with Government, Higher Educations, K-12, Healthcare or Not for Profit organizations.
• 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, CRM Ticketing tools and other relevant software applications.
• Experience in a startup or fast-paced environment.
• Technical aptitude and ability to learn software programs quickly and effectively.
• Skilled in software training and/or demonstration experience.

Location

This position will be hybrid with 3 days/week in our Oakville, ON office.

Compensation Range: $84,600 - $105,700
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.