Customer Success Manager, Grants

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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">The Opportunity</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We're looking for a data-driven, operationally sharp Customer Success Manager to support a high-volume portfolio of Euna customers. In this role, you'll serve as the primary point of contact for a large segment of customers - managing their success at scale through digital-first engagement, proactive outreach campaigns, and efficient issue resolution.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">This role is built for someone who thrives on operational efficiency, loves working with data, and knows how to deliver meaningful customer experiences without one-on-one bandwidth for every account. You'll use automation, segmentation, and smart workflows to drive outcomes across over 300 accounts—keeping customers healthy, informed, and growing.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"> <span style=\"color: var(--gray10,#222)\"> </span></span><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Responsibilities</span> </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Manage a High-Volume Portfolio</span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Own the health and success of over 300 accounts across one or more Euna product lines</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Monitor customer health signals at scale using Totango and Salesforce to identify risk, engagement trends, and expansion opportunities</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Triage and prioritize accounts based on health scores, renewal timelines, and product usage data</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Maintain accurate and up-to-date customer data across CS platforms</span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br></span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Execute Digital Engagement Campaigns</span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Design and execute multi-touch outreach campaigns (email, in-app, etc) targeting customer segments by product, lifecycle stage, or health status</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Contribute to customer newsletters, product update communications, and event invitations</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Manage campaign calendars and coordinate timing across product lines and customer segments</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Track engagement metrics and iterate on messaging to improve open rates, response rates, and conversion</span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br></span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Drive Value &amp; Support Customer Outcomes</span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Support customers in achieving product adoption milestones and value realization goals</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Identify upsell and cross-sell signals and surface qualified opportunities to the Sales team</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Respond to customer inquiries efficiently, leveraging templates, knowledge base resources, and automation where appropriate</span></li>\n<li><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Support the execution of customer success plans for key accounts in your portfolio</span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br></span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Escalate &amp; Resolve Issues</span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Serve as the first line of awareness for customer issues surfaced through digital channels, health score changes, or direct outreach</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Escalate complex product, technical, or relationship issues to the appropriate internal teams promptly and with clear context</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Track escalation status and ensure timely resolution, following up with customers to close the loop</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Partner with Support, Implementation, and Product teams to address systemic issues affecting multiple customers</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">M</span></span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">aintain Operational Excellence</span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Maintain clean, complete, and reliable customer data in Totango and Salesforce</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Document customer interactions, outcomes, and follow-up tasks consistently</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Contribute to the development and refinement of scalable playbooks, templates, and digital engagement frameworks</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Track and report on portfolio-level KPIs including health score trends, campaign engagement, escalation volume, and renewal risk</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Experience</span> </span><br></p>\n<ul>\n<li>2+ years of experience in Customer Success, Account Management, or a related customer-facing role, ideally in a SaaS environment</li>\n<li>Experience managing a large book of business (200+ accounts) with a tech-touch or digital-first model</li>\n<li>Strong data literacy - comfortable working with CRM and CS platform data to identify trends and prioritize actions</li>\n<li>Excellent written communication skills with experience crafting customer-facing emails, campaign content, or newsletters</li>\n<li>Highly organized with the ability to manage competing priorities across a high-volume portfolio</li>\n<li>Experience with CS tools such as Totango, Salesforce experience a plus</li>\n<li>P<span style=\"font-family: Inter, sans-serif; font-size: 12pt\">ublic sector or government technology experience is a plus, but not required</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">A genuine curiosity about AI tools and enthusiasm for using them to work smarter</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Location</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">This position will be hybrid with 3 days/week in our Atlanta, GA office.</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">AI Mindset at Euna Solutions</span><br>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.</p>\n<p>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.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">What It's Like to Work at Euna Solutions</span><br><br>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.  </p>\n<p><br></p>\n<p>Here are some of the perks that Euna employees enjoy:  </p>\n<p>💵 Competitive wages  <br>We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.  </p>\n<p>🧘‍♀️ Wellness days  <br>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.  </p>\n<p>🙌 Community Engagement Committee  <br>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.  </p>\n<p>🕰 Flexible workday  <br>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.  </p>\n<p>💰 Benefits  <br>Ask us for a copy of our health and dental benefits!  </p>\n<p>🎉 Culture committee  <br>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.  <br> </p>\n<p><span style=\"font-weight: bold\">About Euna Solutions</span></p>\n<p>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 <a href=\"https://nam10.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eunasolutions.com%2F&amp;data=05%7C02%7Ckristina.benassi%40eunasolutions.com%7Cfcd044b121d74c41663508dd9fc0066d%7Cc9323cffc6ee49fb9b13d1098e7c8cd7%7C0%7C0%7C638842369328737914%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=n8ZDWnhT6SRt4m1zHE5DSRijZ3W%2BXAZMotu4WJqf%2F%2FE%3D&amp;reserved=0\" target=\"_blank\" rel=\"noopener noreferrer\">www.eunasolutions.com.</a>   </p>\n<p>Please visit our website: <a href=\"https://eunasolutions.com/careers/\" target=\"_blank\" rel=\"noopener noreferrer\">https://eunasolutions.com/careers/</a> and check out our LinkedIn Pages <a href=\"https://www.linkedin.com/company/eunasolutions/\" target=\"_blank\" rel=\"noopener noreferrer\">https://www.linkedin.com/company/eunasolutions/</a> <em> </em>  </p>\n<p>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.  </p>\n<p><br><em>For any inquiries or requests regarding accessibility at Euna Solutions, please email</em><em> </em><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><em>[email protected]</em></a><em> or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.</em>  </p>\n<p> </p>",
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