Customer Success Manager, Tier 1 (West)

About the role

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.

Responsibilities

• Tier-1 Relationship Management
  • 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 are achieving their desired outcomes and realizing clear ROI from Eltropy.
  • Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community.
  • Advocate and drive customers’ product, technology, and service needs internally within Eltropy.
• Customer Success Strategy
  • Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives.
  • Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies.
  • Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value.
• Revenue Growth
  • Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services.
  • Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy.
  • Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.
• Onboarding and Adoption
  • Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations.
  • Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities.
  • Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met.
• Advocacy and Feedback
  • Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing.
  • Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap.
  • Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.
• Metrics and Reporting
  • Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.
  • Maintain accurate and 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

• 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.
• 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.
• 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. You are fundamentally a team player, always willing to roll up your sleeves and help.
• 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. 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.

Eltropy Values

• Customers are our North Star
• No Fear – Tell the truth
• Team of Owners