Customer Success Manager (Procurement)

Euna Solutions is a leading provider of cloud-based software for public sector organizations, focusing on procurement and other services. The Customer Success Manager will ensure B2B SaaS customers achieve their desired outcomes and maximize product value by developing strategies and building relationships with key stakeholders.

Responsibilities

• Develop a deep understanding of our Procurement 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
• Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls
• 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, implementation, 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

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

Company Overview