Own Customer Success & Outcomes
Develop a deep understanding of Euna Grants and its public sector use cases
Build tailored success plans aligned to each customer’s goals
Lead regular business reviews, consultation calls, and strategic check-ins
Monitor customer health indicators and proactively address risk
Analyze product usage and customer data to identify expansion opportunities
Prepare estimates, quotes, and contract amendments for upsell/cross-sell opportunities
Convert satisfied customers into advocates, references, and marketing partners
Build trusted relationships with executives, project managers, business analysts, and end users
Lead conversations that clarify goals, manage expectations, and resolve challenges
Partner closely with Implementation to keep projects on time and on budget
Work with Support, Product, and Sales to ensure a seamless customer experience
Influence internal stakeholders and hold teams accountable to shared commitments
Maintain Operational Excellence
Document customer goals, business processes, and product configurations
Track and respond to NPS, CSAT, and implementation surveys
Proactively manage escalations and ensure timely resolution
Support webinars, events, and community engagement efforts

Bachelor’s degree in Business, Communications, or related field
2+ years of experience in Account Management or Customer Relationship Management
Demonstrated success building and maintaining customer relationships
Ability to lead through influence and coordinate cross-functional support
Strong communicator who can translate customer needs into internal action
Confidence delivering both positive and constructive feedback
Excellent presentation skills across executive and operational audiences
Strong organizational skills with the ability to manage multiple accounts and deadlines
Self-directed and comfortable operating independently
Analytical and data-driven, with the ability to interpret and present complex insights

Customer Success Manager – Grants

Key skills