Senior Manager, Customer Success

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    "datePosted": "2026-04-21",
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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\">The Senior Manager, Customer Success is a key leadership position responsible for developing and executing strategies to ensure customer satisfaction, retention, and growth. This role leads a team of Customer Success Managers and works cross-functionally with Sales, Product, and Support to deliver exceptional customer experiences. You may also lead Managers/Team Leads who lead teams.  The ideal candidate is a strategic thinker, an inspirational leader, and passionate about driving customer value.</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<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Lead and mentor a team of Customer Success Managers and Managers/Team Leads, providing coaching, guidance, and professional development opportunities.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Develop and implement customer success strategies that align with company objectives and drive customer retention, expansion, and advocacy.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Build strong relationships with key customers, acting as a trusted advisor and main point of escalation for complex issues.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Analyze customer health metrics and feedback to proactively address risks and identify opportunities for improvement.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Collaborate with Renewals, Sales, Implementation, Product, and Support teams to ensure seamless customer experiences.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Work with the Renewals team and CSMs to ensure accurate Renewal and Churn forecasting.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Coach CSMs to identify renewal risk as soon as possible and to create and maintain risk mitigation plans.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive the adoption of products and services through tailored engagement plans, business reviews, and customer education initiatives.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Establish and monitor performance metrics, regularly reporting on team achievements and customer outcomes to senior leadership.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Champion the voice of the customer within the organization to influence product development and service enhancements.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Manage escalations and resolve complex customer issues with a focus on long-term satisfaction and partnership.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Bachelor’s degree in Business, Marketing, or a related field preferred.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">7+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Proven track record of driving customer retention and growth in a B2B or SaaS environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong leadership, communication, and interpersonal skills.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Analytical mindset with the ability to interpret data and translate insights into actionable strategies.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Exceptional problem-solving and conflict resolution skills.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with customer success platforms (e.g., Totango, Salesforce, Zendesk) or the ability to quickly learn.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Knowledge, Skills, Abilities Preferred:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Customer-centric mindset</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strategic planning and execution</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Team leadership and development</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Cross-functional collaboration</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Data-driven decision making</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Excellent written and verbal communication</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Prior experience with public sector and not-for-profit customers preferred</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Location</span></p>\n<p><span style=\"font-size: 12pt\">This position will be hybrid with 3 days/week in our Oakville, ON office.</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Compensation Range:</span><span> </span>$132,000 - $165,000<br>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.</p>\n<p>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.</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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