Senior Customer Success Manager (Payments)

About the Role

The Senior Customer Success Manager Payments is a senior strategic and consultative role within Euna Solutions Customer Success team reporting to the Director of Customer Success. This role focuses on driving value for our SaaS customers in the public sector with a particular emphasis on payments solutions.

You will be responsible for ensuring customers achieve their desired outcomes maximize product adoption and realize the full value of Eunas solutions. By developing strong relationships with executives champions and end users you will help align product use with customer goals while also guiding strategy renewals and expansion opportunities. As a senior team member you will act as a subject matter expert mentor junior CSMs and lead cross-functional initiatives to improve customer success outcomes.

Key Responsibilities

• Develop a deep understanding of Eunas Payments product and its applications within the public sector.
• Lead executive business reviews (EBRs) and customer meetings with a consultative approach addressing strategic objectives and demonstrating product value.
• Build trusted relationships with customer stakeholders at all levels identifying organizational goals and aligning them with product capabilities.
• Design and execute customer success plans to ensure achievement of customer business outcomes and product ROI.
• Analyze customer data health metrics and usage patterns to identify risks and opportunities for growth upsell and cross-sell.
• Partner with Sales Product Marketing and Renewals teams to deliver a seamless customer renewals experience including expansion opportunities.
• Guide renewal strategy by communicating with customers in advance of their renewal working with the Renewals Managers and supporting negotiation when needed.
• Lead and participate in webinars user groups and industry events sharing thought leadership and expanding customer community engagement.
• Support and mentor CSM team members including assisting in customer calls as a subject matter expert and conducting software training sessions.
• Drive key departmental initiatives that support retention revenue growth adoption and customer advocacy.

Experience & Qualifications

• Bachelors degree in Business Communications Computer Science or a related field.
• 5 years of experience in customer success account management or customer support preferably in a B2B SaaS environment.
• 3 years of experience with payment processing or fintech solutions.
• Proven track record of building customer success strategies that deliver measurable outcomes.
• Experience with public sector organizations (Government Higher Education K-12 Healthcare or Nonprofit) is a strong asset.
• Skilled in delivering technical software demonstrations and training sessions.
• Strong project management skills with the ability to handle multiple initiatives simultaneously.
• Proficiency in Salesforce Microsoft Office and CRM ticketing tools.
• Excellent communication consultative and executive engagement skills.
• Experience in a fast-paced environment is an asset.

Location

This position will be a hybrid role working 3 days/week in our Atlanta GA or Oakville ON office.

WhatItsLike 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 opportunity for professional growth and advancement.

Here are some of theperksthat Euna employees enjoy:

Competitive wages
Wepaycompetitive wages and salaries and we only expect an honest 40-hour week for it.

Wellness days
Whats better than a long weekend An extra-long weekend!Euna Employees enjoy 2 extra days off in the summer to extend long weekends! Extra days 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 timegiftsand skills.

Flexible time and remote work
Weunderstandthat what a workday looks like differs by employee and the role requirements. Through our interview processwellwork with you to ensureitsa fitfor you and the specific roleyoureinterested in.

Benefits
Askus for a copy of our health and dental benefits!

Culture committee
Celebrateatevery occasion with the culture team! They make sure that our teams 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 than3400organizations across North America in building trust enabling transparency and driving community impact. Recognized on Government Technologys GovTech 100 list Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions. To learn more visit

Please visit our website: check out our LinkedIn Pages believe in embracing new perspectives andoptimizingimpact. If you have relatable experience and relevant transferrable 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 ifyoureexcited 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 toprovidinga comfortable and accessible interview process for every candidate. If there are anyaccommodationsour team can make throughout our hiring process (big or small) please let us know.

Required Experience:

Manager