Eunasolutions
Senior Director, Customer Success
The Senior Director, Customer Success role at Euna Solutions is a critical leadership position responsible for developing and implementing strategies to enhance the overall customer experience. This individual will report to the Chief Customer Officer and will lead a team of managers, supervisors, and contributors, ensuring customer satisfaction, retention, and growth. The Senior Director will collaborate with cross‑functional teams to drive company‑wide initiatives that prioritize the customer experience and align with the organization’s goals and values.
As a Senior Director of Customer Success, you will lead a team of managers, team leads, and individual contributors across Customer Success and Learning & Adoption (Training), working toward providing an exceptional customer experience, high retention rates, and driving growth and expansion across all our products. Your leadership will play a vital role in the overall success of Euna Solutions.
Working with your direct reports, you will incorporate customer feedback into all aspects of the business, set performance targets for the team, and ensure they meet or exceed these targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.
In this role you will influence product, sales, marketing, and support to align on customer experience priorities, grow the customer base, collaborate, and keep engagement high.
Experience
Bachelor's degree in business, communications, computer science, or related field.
7+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role.
Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention.
Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors.
Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence to optimize the customer experience and the business.
Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels.
Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention.
Experience working in a software or technology company is preferred.
5+ years of experience working with public sector customers in a B2B SaaS environment.
Proven track record of leading successful customer success/support strategies and teams.
Experience in a startup or fast‑paced environment.
Negotiation skills.
Responsibilities
Develop and implement strategies to enhance the overall customer experience, ensuring satisfaction, retention, and growth.
Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals.
Collaborate with cross‑functional teams, including product development, sales, marketing, and support, to drive company‑wide initiatives that prioritize customer experience.
Own and evolve all Customer Success related processes and tools.
Drive efficiencies through tech‑touch, including the use of Artificial Intelligence.
Reconcile revenue and churn records from Customer Success with finance monthly.
Monitor and report on key performance metrics related to customer experience, identifying areas for improvement and taking corrective action.
Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes; approve team expenses.
Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation.
Foster a culture of customer‑centricity across the organization, promoting a customer‑first mindset.
Work closely with the CCO and Support to develop and implement customer success and support strategies aligned with the organization’s goals and values.
Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications.
Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk.
Location This position will be hybrid with 3 days per week (Tuesday, Wednesday, Thursday) in our newly renovated Atlanta, GA office.
AI Mindset at Euna Solutions We believe the future of work is human + AI. We encourage team members to leverage AI tools to enhance creativity, efficiency, and decision‑making. We look for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment—rather than replace—their expertise.
If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you’ll thrive here.
What It’s Like to Work at Euna Solutions We carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross‑functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.
Here are some of the perks that Euna employees enjoy:
Competitive wages
♀️ Wellness days (extra‑long weekends twice a year)
Community Engagement Committee (giving back to local communities)
Flexible work day (customized to employee and role requirements)
Benefits (health, dental, etc.)
Culture committee (regular events and celebrations)
About Euna Solutions Euna Solutions® is a leading provider of purpose‑built, cloud‑based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration. Designed to enhance efficiency, collaboration, and compliance, Euna Solutions supports more than 3,400 organizations across North America in building trust, enabling transparency, and driving community impact. Recognized on Government Technology’s GovTech 100 list, Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions.
We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you’re excited about this role and know you can bring something great to the team, we want to hear from you. Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations we can make throughout our hiring process, please let us know.
For any inquiries or requests regarding accessibility, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as practicable.
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As a Senior Director of Customer Success, you will lead a team of managers, team leads, and individual contributors across Customer Success and Learning & Adoption (Training), working toward providing an exceptional customer experience, high retention rates, and driving growth and expansion across all our products. Your leadership will play a vital role in the overall success of Euna Solutions.
Working with your direct reports, you will incorporate customer feedback into all aspects of the business, set performance targets for the team, and ensure they meet or exceed these targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.
In this role you will influence product, sales, marketing, and support to align on customer experience priorities, grow the customer base, collaborate, and keep engagement high.
Experience
Bachelor's degree in business, communications, computer science, or related field.
7+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role.
Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention.
Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors.
Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence to optimize the customer experience and the business.
Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels.
Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention.
Experience working in a software or technology company is preferred.
5+ years of experience working with public sector customers in a B2B SaaS environment.
Proven track record of leading successful customer success/support strategies and teams.
Experience in a startup or fast‑paced environment.
Negotiation skills.
Responsibilities
Develop and implement strategies to enhance the overall customer experience, ensuring satisfaction, retention, and growth.
Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals.
Collaborate with cross‑functional teams, including product development, sales, marketing, and support, to drive company‑wide initiatives that prioritize customer experience.
Own and evolve all Customer Success related processes and tools.
Drive efficiencies through tech‑touch, including the use of Artificial Intelligence.
Reconcile revenue and churn records from Customer Success with finance monthly.
Monitor and report on key performance metrics related to customer experience, identifying areas for improvement and taking corrective action.
Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes; approve team expenses.
Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation.
Foster a culture of customer‑centricity across the organization, promoting a customer‑first mindset.
Work closely with the CCO and Support to develop and implement customer success and support strategies aligned with the organization’s goals and values.
Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications.
Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk.
Location This position will be hybrid with 3 days per week (Tuesday, Wednesday, Thursday) in our newly renovated Atlanta, GA office.
AI Mindset at Euna Solutions We believe the future of work is human + AI. We encourage team members to leverage AI tools to enhance creativity, efficiency, and decision‑making. We look for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment—rather than replace—their expertise.
If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you’ll thrive here.
What It’s Like to Work at Euna Solutions We carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross‑functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.
Here are some of the perks that Euna employees enjoy:
Competitive wages
♀️ Wellness days (extra‑long weekends twice a year)
Community Engagement Committee (giving back to local communities)
Flexible work day (customized to employee and role requirements)
Benefits (health, dental, etc.)
Culture committee (regular events and celebrations)
About Euna Solutions Euna Solutions® is a leading provider of purpose‑built, cloud‑based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration. Designed to enhance efficiency, collaboration, and compliance, Euna Solutions supports more than 3,400 organizations across North America in building trust, enabling transparency, and driving community impact. Recognized on Government Technology’s GovTech 100 list, Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions.
We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you’re excited about this role and know you can bring something great to the team, we want to hear from you. Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations we can make throughout our hiring process, please let us know.
For any inquiries or requests regarding accessibility, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as practicable.
#J-18808-Ljbffr