Customer Success Manager, Tier 1 (East)

2 hours, 42 minutes ago
Senior
Customer and Technical Support
Eltropy

Eltropy

Eltropy is a digital conversations platform for CFIs, providing AI-driven communication tools to enhance operations, engagement, and productivity while ensuring security and compliance.

Communications Equipment
51-250
Founded 2013
$21M raised

Description

  • Serve as the strategic advisor and primary contact for approximately 20 Tier-1 financial institution accounts.
  • Conduct regular check-ins and executive business reviews focused on customer outcomes and ROI.
  • Develop and execute multi-year customer success plans aligned with business and transformation goals.
  • Monitor customer health, usage, and risks to proactively prevent churn.
  • Drive product adoption through training, enablement, best practices, and change management.
  • Identify expansion and upsell opportunities and collaborate with Sales on account planning and commercial discussions.
  • Program-manage complex onboarding and implementation projects across multiple teams and locations.
  • Advocate for customer needs with Product, Engineering, Support, Marketing, and other internal teams.
  • Collect and synthesize customer feedback to inform product development and roadmap decisions.
  • Track and report customer health, retention, expansion, risks, opportunities, and account plans in CRM and customer success systems.

Requirements

  • 5+ years of customer-facing experience in account management or customer success, ideally in B2B SaaS or FinTech.
  • Proven experience supporting complex Tier-1 or enterprise-level customers.
  • Ability and willingness to travel up to 25% to customer sites.
  • Strong customer-centric mindset and ability to understand business, technical, and operational needs.
  • Strong analytical, problem-solving, and data-driven decision-making skills.
  • High technical aptitude and ability to quickly learn software and tools.
  • Exceptional communication, executive presence, influencing ability, and relationship-building skills.
  • Strong cross-functional collaboration skills across Sales, Product, Support, Implementation, and Leadership.
  • Adaptability and resilience in a fast-paced startup environment with changing priorities.

Benefits

  • Remote position available in the Eastern U.S. service region.
  • Total cash compensation of $145,000–$175,000, adjusted for regional cost of living.
  • Opportunity to work with AI-powered communications technology serving credit unions and community banks.
  • Equal opportunity employer committed to inclusive hiring.

Interested in this position?

Apply directly on the company website

Apply Now

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