Customer Success Manager, Tier 1 (East)

Eltropy Inc.; Wilmington (VT); Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy Inc. is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers from a remote footprint across the U.S. You will drive retention, growth, and ROI by delivering outcomes through our AI-powered platform.

You will partner with executives, lead adoption and expansion opportunities, and coordinate with Product, Engineering, Support and Marketing to ensure customer success. Travel up to 25% is required.

Qualifications

• 5+ years in customer-facing roles (account management or success) in B2B SaaS/FinTech.
• Proven ability to manage Tier-1/enterprise accounts.
• Strong executive-level communication and stakeholder management.
• Willing to travel up to 25%.

Responsibilities

• Serve as trusted advisor for ~20 Tier-1 accounts and executives.
• Lead executive business reviews to prove ROI.
• Develop multi-year success plans aligned to business goals.
• Identify expansion opportunities and collaborate with Sales.
• Onboard and drive adoption of the AI-powered platform.
• Track health metrics and report to leadership.

Skills

Customer success

Account management

B2B SaaS

FinTech experience

Executive communication

Travel 25%

Job description

Location: East, US Remote (ME, NH, VT, MA, RI, NJ, DE, DC, VA, NC, SC, GA, FL)

Compensation: $145,000 - $175,000 (Total Cash Compensation)

The salary range above reflects our compensation bands adjusted for regional cost-of-living differences. Actual compensation will be determined based on the candidate's experience level, skills, and the specific location within our service region. 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.

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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.

Customers are our North Star

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.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.