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. The role manages a portfolio of 50 mid-size customers, primarily community financial institutions such as credit unions and community banks. The CSM is the primary point of contact and helps customers realize value from Eltropy’s AI communications platform while supporting retention, growth, and customer satisfaction. The successful candidate combines SaaS and customer-facing experience with empathy, teamwork, technical curiosity, and a quality mindset. The role involves building customer trust, understanding customer businesses and products, and helping customers identify and overcome business challenges. 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; 5 or more years preferred.
- Customer-facing experience ideally in SaaS and FinTech.
- Customer-centric mindset and passion for helping customers succeed.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
- Technical aptitude and ability to quickly learn new software and tools.
- Data-driven approach and willingness to tackle complex problems.
- Ability to collaborate across sales, product, and support teams.
- Adaptability in a fast-paced startup environment where priorities may change rapidly.
- Willingness to travel quarterly or as needed.
- Empathy, high emotional intelligence, technical curiosity, teamwork, and a quality mindset.
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 and build strong, long-term relationships.
- Conduct regular customer check-ins and Strategic Business Reviews to assess progress toward customer 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.
- Identify and mitigate churn risks using data analysis, usage tracking, and early intervention.
- Identify expansion and upsell opportunities that align with customer needs.
- Collaborate with Sales to close expansion opportunities and ensure seamless handoffs.
- Program-manage customer onboarding and 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 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
