Manager, Customer Success

4 days ago

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Euna Solutions

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Government Budgeting • Government Procurement • Government Payments • Government Grant Management • Government Transparency

501 - 1000 employees

☁️ SaaS

🏛️ Government

📚 Education

Description

• Lead a team of Customer Success Managers towards the common goal of providing an exceptional customer experience. • Continue to grow the team, hiring, onboarding/training and assigning team members to projects and customers. • Maintain team culture and connection and continued success through regular meetings and group events. • Ensure continuous customer coverage and expertise on the team. • Ensure strategies are in place to manage the complete customer lifecycle. • Increase customer growth opportunities through increased product adoption, retention, and expansion strategies. • Define and optimize customer lifecycle with initiatives to improve engagement. • Act as the first escalation point for your team working to mitigate risk and reduce churn. • Identify and foster new business growth through increasing advocacy and referenceable customers. • Address escalated client issues with speed and urgency. • Assist team with managing, organizing and facilitating User Group meetings. • Work with Marketing and Learning & Adoption to create a regular schedule of live webinars. • Identify and execute business strategies that contribute to departmental and organizational key objectives. • Work closely with senior management to align customer success strategies with overall business objectives. • Provide regular reports and updates to senior management on customer success metrics. • Periodically travel required to meet with customers and for company on-site meetings.

Requirements

• Bachelor's degree in business, communications, computer science, or related field. • 5 + years of experience in customer success, customer support, or a related field. • 5+ years of experience working with public sector customers in a B2B SaaS environment. • Understanding of public sector finance, procurement or other key functional processes and regulations. • 5 + years of experience in public sector with specific vertical experience. • Proven track record of leading successful customer success strategies and teams. • Ability to learn software programs quickly and effectively. • 5 + years in software, implementing, training and/or demonstration experience. • 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. • Negotiation skills.

Benefits

• 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! • Community Engagement Committee. • Flexible time and remote work. • Ask us for a copy of our health and dental benefits! • Culture committee.