Customer Success Manager, Grants

Euna Solutions•Oakville, ON

4d•CA$66,000 - CA$82,500•Hybrid

About The Position

The Customer Success Manager has a strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Senior Manager of Customer Success. As a 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 grants processes, 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.

Requirements

Bachelor's degree in business, communications, or related field.
A minimum of two (2) years of successful Account Management or Customer Relationship Management experience.
Proven track record of establishing and maintaining relationships with customer contacts.
Ability to lead by influence and indirectly manage internal teams’ efforts to support customers, including holding others accountable to their commitments.
Strong communication skills with the ability to have difficult conversations and translate customer communication to internal teams.
Ability to deliver feedback, positive and critical, to internal and customer contacts.
Excellent presentation skills, with the ability to present in verbal, written or visual form to a variety of audiences, from the internal team to customer executives.
Proficiency at managing and prioritizing several customer accounts, projects and deadlines simultaneously.
Ability to self-manage and be an independent member within the larger project team.
Highly analytical, data-driven with the capability to visualize and present complex data.

Nice To Haves

Experience in SaaS product platform.
Knowledge of the public sector, higher education vertical or other nonprofit sectors.
Experience in grants management.
Passionate about exceeding goals and delivering a result.
Team oriented and comfortable with regular performance feedback.
Flexible, adaptable and dedicated.
Competent in MS Office.
High degree of comfort with technology and CRM tools.

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.
Maintain and document customer data and organizational knowledge of customers’ goals, business processes, and Euna Grants configuration.
Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
Conduct customer consultation calls and check-ins to monitor progress, identify issues, and address concerns.
Work collaboratively with implementation team to keep the customer on time and on budget in their implementation plan through routine goals check-ins.
Collaborate with cross-functional teams, including support, sales, 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.
Prepare customer estimates, quotes and contract amendments managing upsell opportunities.
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.
Proactively manage any customer issues or escalations.
Attend and assist with webinars, and events, connecting with customers and expanding our customer community.
Convert customers to be references for prospects or advocates of Euna Grants supporting marketing material, events, etc.