Customer Success Manager, Tier 2 (Central)
About The Position
Eltropy is seeking a proactive, results-driven Tier 2 Customer Success Manager for the Central U.S. region to manage a portfolio of 50 mid-size customers. The role supports credit unions and community banks in creating a best-in-class consumer experience through Eltropy’s AI communications platform. The CSM is the primary customer contact and helps customers maximize product and service value while driving retention, growth, and satisfaction. Success requires SaaS expertise, teamwork, empathy, technical curiosity, and a quality mindset. The position includes building strong customer relationships, developing tailored success plans, overseeing onboarding and adoption, addressing churn risks, identifying expansion opportunities, and representing customer needs internally. The CSM tracks customer health and retention metrics and maintains accurate customer records. Quarterly or as-needed travel is expected for in-person customer and team meetings.
Requirements
- Deep customer-facing experience in account management or customer success; preferably 5 or more years.
- Customer success experience ideally in SaaS and FinTech.
- Strong 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.
- Technical aptitude and ability to learn new software and tools quickly.
- Data-driven approach and willingness to tackle complex problems.
- Ability to collaborate across Sales, Product, Support, and other teams.
- Adaptability in a fast-paced startup environment where priorities may change rapidly.
- Willingness to travel quarterly or as needed for in-person meetings.
Nice To Haves
- SaaS expertise.
- FinTech experience.
- At least 5 years of customer-facing experience.
- High emotional intelligence, curiosity, calm confidence, and a quality mindset.
Responsibilities
- Serve as the primary contact for a portfolio of 50 customers and build trusted, long-term relationships.
- Conduct regular check-ins and Strategic Business Reviews to help customers achieve their desired outcomes.
- Cultivate customers who can serve as positive references to Eltropy prospects.
- Advocate internally for customers’ product, technology, and service needs.
- Develop and execute tailored customer success plans.
- Identify and mitigate churn risks through data analysis, usage tracking, and 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 customer onboarding and support successful implementation.
- 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/CS 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
