Senior Director, Customer Success

The Opportunity – 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 Snr 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 Snr Director of Customer Success, you will be responsible for leading a team Managers of Customer Success, Team Leads, and Individual Contributors across Customer Success and Learning & Adoption (Training), working towards the common goal of providing an exceptional customer experience, high retention rates and driving growth and expansion across all our Euna Solutions products. Your excellence in leadership will play a vital role in the overall success of Euna Solutions.    

Working with your direct reports, you will contribute to incorporating customer feedback into all aspects of the business, setting performance targets for the team, and ensuring they are meeting or exceeding these performance targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.   

The ideal candidate will be passionate about customer experience, have a proven track record of success in this field leading and coaching managers.    

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 of the organization.  

• 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.  

• Bachelor's degree in business, communications, computer science, or related field.  

• 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 customer 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 the customer experience and align with the organization's goals and values.  

• 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 where necessary.  

• 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 and ensuring that all employees understand the importance of delivering an exceptional customer experience.  

• Work closely with the CCO and Support to develop and implement customer success and support strategies that align 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/week (Tues/Wed/Thurs) in our newly renovated Atlanta, GA office.

AI Mindset at Euna Solutions
We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We’re looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment—not 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
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  
We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.  

🧘‍♀️ Wellness days  
What’s better than a long weekend?  An extra-long weekend! Twice a year, Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love.  

🙌 Community Engagement Committee  
At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.  

🕰 Flexible work day
We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in.  

💰 Benefits  
Ask us for a copy of our health and dental benefits!  

🎉 Culture committee  
Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.  
 

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. To learn more, visit www.eunasolutions.com.

Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/

We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable 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, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
  
For any inquiries or requests regarding accessibility at Euna Solutions, please email [email protected] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.