Customer Success Manager (Procurement)
HybridAtlanta, Georgia, United States
Job Summary
Develop a deep understanding of the Procurement SaaS product and its use cases in the public sector, then communicate confidently with executives and key stakeholders to build strong relationships. Design and execute customer success plans to help clients achieve desired outcomes, while conducting regular check-ins to monitor progress and address concerns. Analyze usage patterns to identify upsell opportunities and respond to retention risks through churn mitigation calls. Collaborate with cross-functional teams including sales, marketing, and product development to ensure exceptional service across all touchpoints. Request and track surveys such as NPS and CSAT, and assist with webinars to expand the customer community. This role supports Euna Solutions' mission to streamline procurement for over 3,400 public sector organizations.
Required Qualifications
- Bachelor's degree in business, communications, computer science, or related field
- 3+ years of experience in customer success, implementation, customer support, or a related field
- Proven track record of developing and implementing successful customer experience strategies
- Experience in project management, including the ability to manage multiple projects simultaneously
- Proficient in Salesforce, Microsoft Office, and other relevant software applications
- This position will be hybrid with 3 days/week in our Atlanta, GA office. (Tuesday, Wednesday & Thursday)
Desired Qualifications
- Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector
- Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings
- Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns
- Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering
- Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls
- Request, track and respond to surveys, including NPS, CSAT and implementation surveys
- Attending and assisting with webinars, and events, connecting with customers and expanding our customer community
- Curious about emerging technologies
- Eager to experiment
- Committed to using AI responsibly to augment—not replace—their expertise
- Enjoy exploring new ways to solve problems
- Learning continuously
- Applying AI to make your work smarter and more impactful
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.