Regional Manager, Customer Success (West) at Eltropy

<p>Location: Santa Clara, CA<br>Total Compensation: $150,000-$216,500</p> <p><strong>Regional Manager, Customer Success — West USA</strong>.&nbsp;</p> <p>We're looking for a leader who can coach from the front — and show up in person when it counts.&nbsp;</p> <p>This is a player-coach role to start. You'll carry accounts alongside your team, be present for high-stakes executive conversations and escalations across the West, and develop your CSMs through proximity - not distance. Over the next year, you'll transition into a full coaching and strategic leadership capacity.</p> <p>This role requires travel to customer sites across the West region as needed to support your team.</p> <p>What you'll lead:</p> <ul> <li>A team of 5–8 Customer Success Managers covering the Western part of USA</li> <li>Regional performance: renewal rate, NRR, product adoption, and customer health</li> <li>Account strategy, pipeline reviews, QBR prep, and weekly 1:1s</li> <li>Hiring, onboarding, and ongoing skill development</li> <li>On-site customer engagement when your team needs you in the room</li> <li>Cross-functional alignment with Sales, Support, Product, and Services</li> <li>You will team up with the Onboarding Management team to ensure successful and on time delivery of new and expansion projects</li> </ul> <p>What we're looking for:</p> <ul> <li>3–5 years of experience <strong>leading a team of CSMs</strong> in B2B SaaS</li> <li>The ability — and willingness — to dive deep into customer situations yourself</li> <li>A coaching instinct: you develop people, not just manage them</li> <li>Strong CS operations fundamentals: forecasting, health scoring, renewal workflows</li> <li>Executive-level communication: you turn a complex portfolio into a crisp story for leadership</li> <li>Comfort traveling within the West to be present where it matters</li> </ul> <p>If you're a CS leader who leads from the front and builds from the inside - we'd love to talk.</p> <p>&nbsp;</p> <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>