Customer Success Manager, Grants

The Opportunity

We're looking for a data-driven, operationally sharp 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.

• 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

• 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

• 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

• 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 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

• 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

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

Ask us for a copy of our health and dental benefits!

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