Customer Success Manager, Tier 2 (Central)

Eltropy•Detroit, MI

3d•Remote

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 strong consumer experience through Eltropy’s AI communications platform. The Customer Success Manager is the primary point of contact, helping customers achieve value from Eltropy’s products and services while driving retention, growth, and satisfaction. Success in the role requires SaaS expertise, teamwork, empathy, technical curiosity, and a quality mindset. The position includes managing customer relationships, developing and executing tailored success plans, identifying and addressing churn risks, and finding expansion opportunities in collaboration with Sales. The CSM program-manages onboarding, supports product adoption through training and best practices, advocates for customer needs internally, and shares feedback with teams to improve products and customer experience. The role also tracks customer health and retention metrics and maintains accurate customer records. Quarterly or as-needed travel is required for in-person customer and team meetings. Eltropy describes itself as an Agentic AI Platform for credit unions and community banks. Its platform combines AI agents with human teams and includes Safe AI guardrails and a human-in-the-loop approach. More than 750 financial institutions use Eltropy’s platform.

Requirements

Deep customer-facing experience in account management or customer success; 5 or more years preferred.
SaaS and FinTech experience preferred.
Customer-centric mindset and ability to understand customer needs and challenges.
Strong analytical and problem-solving skills and a proactive approach to identifying and addressing issues.
Comfort with technology and ability to quickly learn new software and tools.
Data-driven approach and willingness to tackle significant problems.
Ability to collaborate across Sales, Product, and Support teams.
Team-oriented approach and willingness to help wherever needed.
Ability to adapt in a fast-paced startup environment where priorities may change rapidly.
Willingness to travel quarterly or as needed for in-person meetings.
Curiosity about customers’ businesses and Eltropy’s and its partners’ products.
High emotional intelligence and calm confidence in helping customers identify and overcome business challenges.

Nice To Haves

At least 5 years of customer-facing account management or customer success experience.
Experience in SaaS.
Experience in FinTech.

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 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 success plans to support customer goals.
Use data analysis, usage tracking, and early intervention to identify and mitigate churn risks.
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 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 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 or customer success platform.
Travel quarterly or as needed for in-person customer meetings and meetings with the Eltropy team.