Digital Customer Success Manager – Grants

Role Overview

• Manage a High-Volume Portfolio
• 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
• Execute Digital Engagement Campaigns
• 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
• Drive Value & Support Customer Outcomes
• 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
• Escalate & Resolve Issues
• 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 Operational Excellence
• 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

Requirements

• 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

Benefits

• Competitive wages
• Wellness days
• Community Engagement Committee
• Flexible workday
• Benefits Ask us for a copy of our health and dental benefits!
• Culture committee