Customer Success Manager, Tier 2 (East)

Location: East Coast, Remote
Compensation: $115,000-$135,000 (OTE)

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) in the East Coast region to manage a portfolio of 50 mid-size customers.

In this role, you will help Community Financial Institutions (credit unions and community banks) create a best-in-class experience for their consumers through our industry leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies personal attributes – teamwork, empathy, technical curiosity, a quality mindset - necessary in building customer trust.

In this role, you’ll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction.

Role & Responsibilities:

Customer Relationship Management:

• Serve as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.

Referenceable customers

• Cultivate customers who will serve as positive references of Eltropy to prospects
• Advocate and drive customers’ product, technology, and service needs internally within Eltropy.

Customer Success Strategy:

• Develop and execute tailored success plans to support customers in achieving their goals.
• Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.

Revenue Growth:

• Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.
• Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.

Onboarding and Adoption:

• Program-manage the onboarding process, ensuring a smooth and successful implementation.
• Drive product adoption by providing training, resources, and best practices.

Advocacy and Feedback:

• Advocate for customers internally by communicating their needs and challenges to cross-functional teams.
• Collect and relay customer feedback to influence product development and improve the customer experience.

Metrics and Reporting:

• Track and report on customer health, retention rates, and other key metrics.
• Maintain accurate records of customer interactions and updates in [CRM/CS platform].

What You Offer:

• You have deep (preferably 5+ years) of customer facing experience (account management, customer success), ideally in SaaS and FinTech. You’re deeply curious, willing to explore and learn all aspects of our customers’ businesses, and Eltropy’s and our partners’ products. You bring a high EQ and a cool, calm confidence to help customers identify and overcome business challenges
• Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
• Technical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. You are data driven and unafraid to tackle big problems
• Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help
• Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly.
• You are willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.