The Opportunity
The Senior Manager, Customer Success is a key leadership position responsible for developing and executing strategies to ensure customer satisfaction, retention, and growth. This role leads a team of Customer Success Managers and works cross-functionally with Sales, Product, and Support to deliver exceptional customer experiences. You may also lead Managers/Team Leads who lead teams. The ideal candidate is a strategic thinker, an inspirational leader, and passionate about driving customer value.
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.
Qualifications
- 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.
Knowledge, Skills, Abilities 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
Location
This position will be hybrid with 3 days/week in our Oakville, ON office.
Compensation Range: $132,000 - $165,000
We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you’ll contribute to the work ahead.
This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process.
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.
What It's Like to Work at Euna Solutions
At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunities for professional growth and advancement.
Here are some of the perks that Euna employees enjoy:
Competitive wages
We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.
What’s better than a long weekend? An extra-long weekend! Twice a year, Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love.
Community Engagement Committee
At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.
Flexible workday
We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in.
Benefits
Ask us for a copy of our health and dental benefits!
Culture committee
Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.
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. To learn more, visit www.eunasolutions.com.
Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/
We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
For any inquiries or requests regarding accessibility at Euna Solutions, please email [email protected] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.
