Senior Customer Success Manager (Procurement)

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, assisting them, 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.
• Assisting CSM's with customer calls as the subject matter expert, leading with a consultative approach prepared to demonstrating software features and functionality as needed.
• Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
• Create and review customer renewal contracts and amendments working with your manager to negotiate pricing and terms if required by the customer.
• 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.
• Attending and leading 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 Education, 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.
• Skilled in software training and/or demonstration experience.

Location

This position will be hybrid with 3 days per week in our Oakville, ON office.

Compensation

$84,600 - $105,700 per annum.

Benefits

Health and dental benefits are available.

Accessibility

For any inquiries or requests regarding accessibility at Euna Solutions, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.

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