Digital Customer Success Manager – Grants
Euna Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Oakville • Canada
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Salary
💰 CA$84,600 - CA$105,700 per year
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementdata literacydigital engagement campaignscampaign metrics trackingupsell and cross-sell identificationcustomer health monitoringCRM data analysisportfolio managementSaaS experience
Soft Skills
written communicationorganizational skillsprioritizationproblem-solvingcustomer supportcollaborationattention to detailcuriosityadaptabilitytime management