Customer Success Manager, Tier 1 (Central) at Eltropy

<p>Location: Central, US Remote (MI, IL, IN, OH, PA, MN, IA, NE)&nbsp;<br>Compensation: $125,000 - $140,000 (Base)</p> <p>Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction.</p> <p><strong>Role &amp; Responsibilities</strong></p> <p>Tier-1 Relationship Management</p> <ul> <li>Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships.</li> <li>Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy.</li> <li>Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community.</li> <li>Advocate and drive customers’ product, technology, and service needs internally within Eltropy.</li> </ul> <p>Customer Success Strategy</p> <ul> <li>Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives.</li> <li>Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies.</li> <li>Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value.</li> </ul> <p>Revenue Growth</p> <ul> <li>Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services.</li> <li>Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy.</li> <li>Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.</li> </ul> <p>Onboarding and Adoption</p> <ul> <li>Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations.</li> <li>Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities.</li> <li>Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met.</li> </ul> <p>Advocacy and Feedback</p> <ul> <li>Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing.</li> <li>Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap.</li> <li>Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.</li> </ul> <p>Metrics and Reporting</p> <ul> <li>Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.</li> <li>Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.</li> <li>Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.</li> </ul> <p><strong>What You Offer</strong></p> <ul> <li>Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers.</li> <li>Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships.</li> <li>Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs.</li> <li>Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.</li> <li>High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems.</li> <li>Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization.</li> <li>Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help.</li> <li>Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly.</li> </ul> <p><strong>About Eltropy</strong></p> <p>Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement, and productivity. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.</p> <p><strong>Eltropy Values</strong></p> <ul> <li>Customers are our North Star</li> <li>No Fear – Tell the truth</li> <li>Team of Owners</li> </ul> <p>Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.</p> <p>&nbsp;</p>