CSM, Tier 2 – Central (Remote) | Growth & Retention

Eltropy; Philadelphia (Philadelphia County); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size financial-institution customers in the Central U.S. region. You will drive retention, growth, and satisfaction by coordinating onboarding, adoption, and ongoing value realization.

You will act as the primary contact, conducting regular reviews and advocating for customer needs across product, technology, and service teams. Travel quarterly as needed to meet customers and teams.

Qualifications

• 5+ years of customer facing experience in SaaS/FinTech environments.
• Strong communication and relationship-building abilities.
• Data-driven mindset with the ability to analyze usage and outcomes.
• Collaborative approach across Sales, Product, and Support teams.

Responsibilities

• Manage a portfolio of 50 mid-size customers.
• Conduct regular check-ins and Strategic Business Reviews (SBRs).
• Identify upsell opportunities and coordinate with Sales for handoffs.
• Own onboarding and drive product adoption with training resources.
• Collect and relay customer feedback to inform product improvements.

Skills

Customer facing exp

SaaS/FinTech

Communication

Data-driven

Team collaboration

Travel ready

Tools

CRM platform

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size financial-institution customers in the Central U.S. region. You will drive retention, growth, and satisfaction by coordinating onboarding, adoption, and ongoing value realization.

You will act as the primary contact, conducting regular reviews and advocating for customer needs across product, technology, and service teams. Travel quarterly as needed to meet customers and teams.