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 Euna’s 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 Euna’s 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
- Bachelor’s 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.
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 opportunity 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.
🧘♀️ Wellness days
What’s 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 time, gifts and skills.
🕰 Flexible time and remote work
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 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 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.
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