Manage a high-volume portfolio 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
Design and execute multi-touch outreach campaigns targeting customer segments by product, lifecycle stage, or health status
Support customers in achieving product adoption milestones and value realization goals
Respond to customer inquiries efficiently, leveraging templates, knowledge base resources, and automation where appropriate
Escalate complex product, technical, or relationship issues to the appropriate internal teams promptly and with clear context
Maintain clean, complete, and reliable customer data in Totango and Salesforce

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

Customer Success Manager, Grants

Key skills