Hybrid Senior Manager, Customer Success

at Euna Solutions

• Job title: Senior Manager, Customer Success
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Senior Manager, Customer Success driving strategies for customer satisfaction and retention at Euna Solutions. Leading a team to deliver exceptional customer experiences in a hybrid work environment.

Responsibilities

• Lead and mentor a team of Customer Success Managers and Managers/Team Leads, providing coaching, guidance, and professional development opportunities.
• Develop and implement customer success strategies that align with company objectives and drive customer retention, expansion, and advocacy.
• Build strong relationships with key customers, acting as a trusted advisor and main point of escalation for complex issues.
• Analyze customer health metrics and feedback to proactively address risks and identify opportunities for improvement.
• Collaborate with Renewals, Sales, Implementation, Product, and Support teams to ensure seamless customer experiences.
• Work with the Renewals team and CSMs to ensure accurate Renewal and Churn forecasting.
• Coach CSMs to identify renewal risk as soon as possible and to create and maintain risk mitigation plans.
• Drive the adoption of products and services through tailored engagement plans, business reviews, and customer education initiatives.
• Establish and monitor performance metrics, regularly reporting on team achievements and customer outcomes to senior leadership.
• Champion the voice of the customer within the organization to influence product development and service enhancements.
• Manage escalations and resolve complex customer issues with a focus on long-term satisfaction and partnership.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• 7+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity.
• Proven track record of driving customer retention and growth in a B2B or SaaS environment.
• Strong leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Exceptional problem-solving and conflict resolution skills.
• Experience with customer success platforms (e.g., Totango, Salesforce, Zendesk) or the ability to quickly learn.
• Preferred: Customer-centric mindset, Strategic planning and execution, Team leadership and development, Cross-functional collaboration, Data-driven decision making, Excellent written and verbal communication, Prior experience with public sector and not-for-profit customers preferred.

Benefits

• Health insurance
• Wellness days
• Community Engagement Committee
• Flexible workday
• Benefits
• Culture committee