Digital Customer Success Manager (Grants)

The Opportunity We're looking for a data-driven, operationally sharp Digital Customer Success Manager to support a high-volume portfolio of Euna customers. In this role, you'll serve as the primary point of contact for a large segment of customers—managing their success at scale through digital-first engagement, proactive outreach campaigns, and efficient issue resolution.This role is built for someone who thrives on operational efficiency, loves working with data, and knows how to deliver meaningful customer experiences without one-on-one bandwidth for every account. You'll use automation, segmentation, and smart workflows to drive outcomes across over 300 accounts—keeping customers healthy, informed, and growing.ResponsibilitiesOwn the health and success of over 300 accounts across one or more Euna product linesMonitor customer health signals at scale using Totango and Salesforce to identify risk, engagement trends, and expansion opportunitiesTriage and prioritize accounts based on health scores, renewal timelines, and product usage dataMaintain accurate and up-to-date customer data across CS platformsExecute Digital Engagement CampaignsDesign and execute multi-touch outreach campaigns (email, in-app, etc) targeting customer segments by product, lifecycle stage, or health statusContribute to customer newsletters, product update communications, and event invitationsManage campaign calendars and coordinate timing across product lines and customer segmentsTrack engagement metrics and iterate on messaging to improve open rates, response rates, and conversionDrive Value & Support Customer OutcomesSupport customers in achieving product adoption milestones and value realization goalsIdentify upsell and cross-sell signals and surface qualified opportunities to the Sales teamRespond to customer inquiries efficiently, leveraging templates, knowledge base resources, and automation where appropriateSupport the execution of customer success plans for key accounts in your portfolioEscalate & Resolve IssuesServe as the first line of awareness for customer issues surfaced through digital channels, health score changes, or direct outreachEscalate complex product, technical, or relationship issues to the appropriate internal teams promptly and with clear contextTrack escalation status and ensure timely resolution, following up with customers to close the loopPartner with Support, Implementation, and Product teams to address systemic issues affecting multiple customersMaintain Operational ExcellenceMaintain clean, complete, and reliable customer data in Totango and SalesforceDocument customer interactions, outcomes, and follow-up tasks consistentlyContribute to the development and refinement of scalable playbooks, templates, and digital engagement frameworksTrack and report on portfolio-level KPIs including health score trends, campaign engagement, escalation volume, and renewal riskExperience2+ years of experience in Customer Success, Account Management, or a related customer-facing role, ideally in a SaaS environmentExperience managing a large book of business (200+ accounts) with a tech-touch or digital-first modelStrong data literacy - comfortable working with CRM and CS platform data to identify trends and prioritize actionsExcellent written communication skills with experience crafting customer-facing emails, campaign content, or newslettersHighly organized with the ability to manage competing priorities across a high-volume portfolioExperience with CS tools such as Totango, Salesforce experience a plusPublic sector or government technology experience is a plus, but not requiredA genuine curiosity about AI tools and enthusiasm for using them to work smarterLocation This position will be hybrid with 3 days/week in our Atlanta, GA office.BenefitsCompetitive wagesWellness days (extra long weekend twice a year)Community Engagement Committee (giving back)Flexible workdayHealth and dental benefitsCulture committee activitiesEqual Opportunity Employer 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.#J-18808-Ljbffr