Digital Customer Success Manager (Grants)

Euna Solutions•Atlanta, GA

6d•Hybrid

About The Position

We're looking for a data-driven, operationally sharp Digital 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. 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.

Requirements

2+ years of experience in Customer Success, Account Management, or a related customer-facing role, ideally in a SaaS environment
Experience managing a large book of business (200+ accounts) with a tech-touch or digital-first model
Strong data literacy - comfortable working with CRM and CS platform data to identify trends and prioritize actions
Excellent written communication skills with experience crafting customer-facing emails, campaign content, or newsletters
Highly organized with the ability to manage competing priorities across a high-volume portfolio
Experience with CS tools such as Totango, Salesforce experience a plus

Nice To Haves

Public sector or government technology experience is a plus, but not required
A genuine curiosity about AI tools and enthusiasm for using them to work smarter

Responsibilities

Manage a High-Volume Portfolio
Own the health and success of over 300 accounts across one or more Euna product lines
Monitor customer health signals at scale using Totango and Salesforce to identify risk, engagement trends, and expansion opportunities
Triage and prioritize accounts based on health scores, renewal timelines, and product usage data
Maintain accurate and up-to-date customer data across CS platforms
Execute Digital Engagement Campaigns
Design and execute multi-touch outreach campaigns (email, in-app, etc) targeting customer segments by product, lifecycle stage, or health status
Contribute to customer newsletters, product update communications, and event invitations
Manage campaign calendars and coordinate timing across product lines and customer segments
Track engagement metrics and iterate on messaging to improve open rates, response rates, and conversion
Drive Value & Support Customer Outcomes
Support customers in achieving product adoption milestones and value realization goals
Identify upsell and cross-sell signals and surface qualified opportunities to the Sales team
Respond to customer inquiries efficiently, leveraging templates, knowledge base resources, and automation where appropriate
Support the execution of customer success plans for key accounts in your portfolio
Escalate & Resolve Issues
Serve as the first line of awareness for customer issues surfaced through digital channels, health score changes, or direct outreach
Escalate complex product, technical, or relationship issues to the appropriate internal teams promptly and with clear context
Track escalation status and ensure timely resolution, following up with customers to close the loop
Partner with Support, Implementation, and Product teams to address systemic issues affecting multiple customers
Maintain Operational Excellence
Maintain clean, complete, and reliable customer data in Totango and Salesforce
Document customer interactions, outcomes, and follow-up tasks consistently
Contribute to the development and refinement of scalable playbooks, templates, and digital engagement frameworks
Track and report on portfolio-level KPIs including health score trends, campaign engagement, escalation volume, and renewal risk