Digital Customer Success Manager managing over 300 accounts for Euna. Providing operationally sharp digital engagement to enhance customer success and growth with AI tools.
About the role
- Digital Customer Success Manager enhancing engagement for a high-volume portfolio at Euna Solutions. Focusing on operational efficiency, automation, and maintaining customer success for over 300 accounts.
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
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
- 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
Benefits
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible workday
- Health and dental benefits
- Culture committee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Success Manager focused on enhancing client relationships and onboarding in Coviance's lending technology. Collaborating cross - functionally for customer success and product training.
Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
Customer Success Manager ensuring long - term customer engagement for Lease a Bike's bike leasing services. Focused on onboarding, training, and support for customers and partners.
Customer Success Team Lead at Rapaport Group, leading a team and managing enterprise accounts for high customer retention and engagement. Driving account growth and operational excellence as part of a hybrid role.
Customer Success Executive at Red Hat managing customer success initiatives for enterprise software. Collaborating with technical teams and enterprise sales for improved product adoption and customer satisfaction.
Customer Success Manager enhancing customer experience with Zendesk solutions across organizations. Delivering outcome - driven engagement to ensure customer value realization and relationship growth.
Customer Success Manager guiding enterprise clients in utilizing AI - driven solutions for workplace safety. Building trusted relationships and driving measurable outcomes in operational efficiency.
Senior Consultant Salesforce CRM working on analysis and configuration of scalable Salesforce solutions. Focused on customer consultations in a hybrid work environment.
Teamlead in Salesforce CRM responsible for client projects and leading a Salesforce team. Focused on Salesforce solutions, coaching, and ensuring quality standards.