Customer Success Manager, Tier 2 (East)
About The Position
Eltropy is seeking a proactive, results-driven Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers. The role supports credit unions and community banks in creating strong consumer experiences through Eltropy’s AI communications platform. The CSM is the primary point of contact for customers, helping them realize value from the company’s products and services while driving retention, growth, and satisfaction. Success in the role calls for SaaS expertise, teamwork, empathy, technical curiosity, and a quality mindset. The CSM builds customer relationships, develops and executes tailored success plans, monitors customer health and usage to identify churn risks, and seeks expansion opportunities in partnership with Sales. The role also program-manages onboarding, drives adoption through training and resources, represents customer needs internally, gathers feedback to inform product development, and maintains customer records and performance reporting. 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-facing experience ideally in SaaS and FinTech.
- 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.
- Comfort 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.
- Adaptability in a fast-paced startup environment where priorities may change rapidly.
- Willingness to travel quarterly or as needed for in-person meetings.
- Teamwork, empathy, technical curiosity, a quality mindset, and strong emotional intelligence.
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 support customers’ 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.
- Use data analysis and usage tracking to identify churn risks and intervene early.
- 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 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 inform 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 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
Mid Level
Education Level
No Education Listed
