Customer Success Manager, Tier 3

Eltropy•Portland, OR

3d•Remote

About The Position

Eltropy is seeking a proactive, results-driven Customer Success Manager to manage a portfolio of 40–60 high-growth-potential credit unions and community banks. The role helps community financial institutions create a best-in-class consumer experience using Eltropy’s AI communications platform. The Customer Success Manager serves as the primary customer contact and works to maximize value from Eltropy’s products and services while driving retention, growth, and customer satisfaction. The role calls for SaaS expertise alongside teamwork, empathy, technical curiosity, and a quality mindset. It is a remote position in the US, with West Coast candidates preferred, and requires travel of up to 25%.

Requirements

At least 2 years of customer-facing experience in account management, customer success, or an equivalent role.
Strong customer-centric mindset and a passion for helping customers succeed.
Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
Proven experience working with technology and the 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 up to 25%.
Curiosity and willingness to learn customers’ businesses and Eltropy’s and its partners’ products.

Nice To Haves

SaaS experience.
FinTech experience.
Credit union or banking experience, including familiarity with Collections, Lending, Contact Center, and Marketing use cases.
Familiarity with banking tools such as Symitar, Temenos, Meridian Link, Origence, Banno, Q2, or Alkami.

Responsibilities

Serve as the primary contact for a portfolio of 40–60 customers, fostering trust and long-term relationships.
Conduct regular customer check-ins and Strategic Business Reviews to help customers achieve desired outcomes.
Program-manage customer onboarding and support smooth, successful implementations.
Drive product adoption by providing training, resources, and best practices.
Develop and execute tailored success plans aligned with customer goals.
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.
Cultivate customers who can serve as positive references for Eltropy.
Advocate internally for customers’ product, technology, and service needs.
Communicate customer needs and challenges to cross-functional teams, and relay feedback to inform product development and improve the customer experience.
Track and report customer health, retention, and other key metrics.
Maintain accurate records of customer interactions and updates in the CRM or customer success platform.
Travel to conduct in-person customer meetings and meet with the Eltropy team, up to 25%.