Senior Customer Success Manager (Procurement)

The Opportunity

The Senior Customer Success Manager is a senior strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Manager, Customer Success. As a Senior 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 business needs, 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. As a Sr. CSM you will take a leadership role within the team, training and supporting CSM team members. You will assist CSM team members, leading customer meetings with a consultative approach where subject matter expertise is required. In addition, you will assist in leading CS-related projects and provide insight to CSM team members on their projects.

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.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service and assist CSM's.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering taking a consultative approach to demonstrate software features on a customer call.
• Assist CSM's with customer calls as the subject matter expert, leading with a consultative approach prepared to demonstrating software features and functionality as needed.
• Create and review customer renewal contracts and amendments working with your manager to negotiate pricing and terms if required by the customer.
• Maintain customer health indicators and respond to potential risk factors for customer retention.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attend and lead customer-focused webinars, and events, connecting with customers to expand our customer community.
• Manage, organize, and facilitate User Group meetings, contribute as a subject matter expert, leading panels and topic sessions, providing content, agendas, and working with Marketing to promote and encourage engagement/participation.
• Conduct live training webinars, demonstrating software features and functionality and assist CSM's in preparing and conducting the same.
• Identify and execute business strategies and lead projects that contribute to the department and organizational key objectives including renewals/retention, revenue growth, references, increased utilization, feature adoption and overall product optimization.

Experience

• Bachelor's degree in business, communications, computer science, or related field.
• 5 + years of experience in customer success, customer support, or a related field.
• 2 + years of experience performing technical software demonstrations.
• 2 + years of experience working with public sector customers in a B2B SaaS environment.
• Understanding public sector finance, budgeting or other key functional processes and regulations.
• 5 + years of experience in public sector with specific vertical experience such as working with Government, Higher Educations, K-12, Healthcare or Not for Profit organizations.
• Proven track record of developing and implementing successful customer experience strategies.
• 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.
• Technical aptitude and ability to learn software programs quickly and effectively.
• Skill in software training and/or demonstration experience.

Location

This position will be hybrid with 3 days/week in our Atlanta, GA office.

AI Mindset at Euna Solutions

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. 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.

About Euna Solutions

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.