Customer Success Manager, Tier 1 (Central)

Location: Central, US Remote (ND, SD, NE, MN, IA, WI, IL, MI, IN, OH, PA, NY)

Compensation: $145,000 – $195,000 (Total Cash Compensation)

Responsibilities

• 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.
• Conduct regular check‑ins and executive/strategic business reviews to ensure customers achieve desired outcomes and clear ROI.
• Cultivate referenceable customers who act as positive advocates of Eltropy within the financial services community.
• Advocate and drive customers’ product, technology, and service needs internally across Eltropy.
• Develop and execute tailored, multi‑year success plans to support customers’ business goals and transformation initiatives.
• Proactively identify and mitigate churn risk through data analysis, health scoring, usage tracking, and early‑intervention strategies.
• Partner with customers on best practices, change management, and roadmap alignment to maximize adoption and value.
• Identify expansion and upsell opportunities, aligning customer needs with additional products and services.
• Collaborate with the Sales team on account planning and close expansion opportunities, ensuring seamless handoffs and a unified strategy.
• Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.
• Program‑manage complex Tier‑1 onboarding projects, ensuring smooth implementation across multiple teams and locations.
• Drive product adoption by delivering training, enablement resources, and best practices tailored to Tier‑1 workflows.
• Partner with customer project teams and Eltropy implementation resources to define timelines, milestones, and success criteria.
• Advocate for customers internally by communicating their needs, challenges, and strategic priorities to Product, Engineering, Support, and Marketing.
• Collect, synthesize, and relay customer feedback to influence product development, improve experience, and inform the roadmap.
• Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.
• Track and report on customer health, retention, expansion, and other key metrics across the Tier‑1 portfolio.
• Maintain accurate, up‑to‑date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.
• Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.

Requirements

• 5+ years of 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.
• Willingness and ability to travel to customer sites up to 25% of the time for executive business reviews, strategic upsell discussions, issue mitigation, and partnership building.
• Customer‑centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs.
• Strong analytical and problem‑solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.
• 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.
• Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization.
• Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams; a true team player.
• Adaptability and resilience in a fast‑paced, start‑up environment where priorities can change rapidly.

About Eltropy

Eltropy is on a mission to disrupt the way people access financial services. The company enables financial institutions to digitally engage in a secure and compliant way through a world‑class digital communications platform. 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. Eltropy’s core values are “Customers are our North Star,” “No Fear – Tell the truth,” and “Team of Owners.”