Customer Success Manager, Tier 2 (East)
About The Position
Eltropy is hiring a Tier 2 Customer Success Manager for the Eastern 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 delivering a strong consumer experience through Eltropy’s AI communications platform. The CSM 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. The position includes building trusted customer relationships, developing tailored success plans, overseeing onboarding and adoption, identifying and mitigating churn risks, and finding expansion opportunities. The CSM works with Sales and other internal teams to address customer needs, collect and share feedback, and improve the customer experience. The role also tracks customer health and retention metrics and maintains accurate customer records. Quarterly travel, or travel as needed, is expected for in-person customer and team meetings.
Requirements
- Deep customer-facing experience in account management or customer success; 5 or more years is preferred.
- SaaS and FinTech experience is preferred.
- Curiosity and willingness to learn customers’ businesses and Eltropy’s and its partners’ products.
- Strong emotional intelligence and calm confidence in helping customers identify and overcome business challenges.
- Customer-centric mindset and passion for helping customers succeed.
- Strong analytical and problem-solving skills and a proactive approach to identifying and addressing issues.
- Technical aptitude, comfort with technology, and ability to quickly learn new software and tools.
- Data-driven approach and willingness to tackle complex problems.
- Ability to collaborate across Sales, Product, Support, and other teams.
- Team-oriented approach and willingness to contribute hands-on.
- Ability to 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
- Five or more years of customer-facing experience.
- Experience in SaaS and FinTech.
Responsibilities
- Serve as the primary contact for a portfolio of 50 customers and build strong, long-term relationships.
- Conduct regular customer check-ins and Strategic Business Reviews to assess progress toward 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 product 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 Sales to close expansion opportunities and ensure seamless handoffs.
- Program-manage onboarding to 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 influence product development and improve customer experience.
- Track and report customer health, retention rates, and other key metrics.
- Maintain accurate records of customer interactions and updates in the CRM or 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
