Customer Success Manager, Tier 3
About The Position
Eltropy is seeking a proactive, results-driven Customer Success Manager to manage a portfolio of high-growth-potential credit unions and community banks. The role helps community financial institutions create a best-in-class experience for their consumers through Eltropy’s AI communications platform. The Customer Success Manager is the primary point of contact for customers and works to ensure they achieve value from Eltropy’s products and services while driving retention, growth, and satisfaction. The role calls for SaaS expertise, teamwork, empathy, technical curiosity, and a quality mindset.
Requirements
- At least 2 years of customer-facing experience in account management, customer success, or an equivalent role.
- Passion for helping customers succeed and ability to understand their needs and challenges.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
- Experience working 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.
- Ability to adapt in a fast-paced startup environment where priorities can change rapidly.
- Willingness to travel up to 25%.
Nice To Haves
- SaaS experience.
- FinTech experience.
- Credit union or banking experience, including understanding Collections, Lending, Contact Center, and Marketing use cases.
- Familiarity with banking tools such as Symitar, Temenos, Meridian Link, Origence, Banno, Q2, and Alkami.
Responsibilities
- Manage a portfolio of 40–60 customers as their primary contact, fostering trust and long-term relationships.
- Conduct regular check-ins and Strategic Business Reviews to ensure customers are achieving their desired outcomes.
- Program-manage customer onboarding and support smooth implementations.
- Drive product adoption through training, resources, and best practices.
- Develop and execute tailored success plans to help customers achieve their goals.
- Identify and mitigate churn risks using 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.
- Cultivate customers who can serve as positive references to prospects.
- Advocate internally for customers’ product, technology, and service needs.
- 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 to meet customers in person and meet with the Eltropy team, as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
