Customer Success Manager, Tier 2 (South Central)
About The Position
Eltropy is seeking a proactive, results-driven Tier 2 Customer Success Manager for the South Central U.S. region to manage a portfolio of 50 mid-size customers. The role supports community financial institutions, including credit unions and community banks, in creating strong consumer experiences through Eltropy’s AI communications platform. The Customer Success Manager serves as the primary customer contact and helps customers realize value from Eltropy’s products and services while supporting retention, growth, and satisfaction. Success in the role calls for SaaS expertise, teamwork, empathy, technical curiosity, and a quality mindset. Eltropy is an Agentic AI Platform for credit unions and community banks, bringing people and AI together to serve communities. Its AI agents handle routine tasks alongside customer teams, with Safe AI guardrails and a human-in-the-loop approach. More than 750 financial institutions trust Eltropy. Eltropy is an equal opportunity employer. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Requirements
- Deep customer-facing experience in account management or customer success; preferably 5 or more years.
- SaaS and FinTech experience is preferred.
- Customer-centric mindset and ability to understand customer needs and challenges.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
- Comfort with technology and ability to learn new software and tools quickly.
- Data-driven approach and willingness to tackle significant problems.
- Ability to collaborate across teams, including Sales, Product, and Support.
- Team-oriented approach and willingness to step in and help.
- Ability to adapt and thrive in a fast-paced startup environment where priorities can change rapidly.
- Willingness to travel quarterly or as needed for in-person meetings.
Nice To Haves
- SaaS experience.
- FinTech experience.
- Five or more years of customer-facing experience.
Responsibilities
- Serve as the primary contact for a portfolio of 50 customers, building trust and long-term relationships.
- Conduct regular check-ins and Strategic Business Reviews to ensure customers are achieving their desired outcomes.
- Cultivate customers who can serve as positive references for Eltropy.
- Advocate internally for customers’ product, technology, and service needs.
- Develop and execute tailored customer success plans.
- Use data analysis and usage tracking to identify and mitigate churn risks through early intervention.
- Identify expansion and upsell opportunities by aligning customer needs with additional products or services.
- Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.
- Program-manage customer onboarding and support smooth, successful implementations.
- Drive product adoption through training, resources, and best practices.
- Communicate customer needs and challenges to cross-functional teams.
- Collect and relay customer feedback to inform product development and improve the customer experience.
- Track and report customer health, retention rates, and other key metrics.
- Maintain accurate records of customer interactions and updates in the CRM/customer success platform.
- Travel quarterly or as needed for in-person customer and Eltropy team meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
