Customer Success Manager, Tier 2 (East)

Eltropy Inc.; Massachusetts; Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid-size customers within our AI platform for Community Financial Institutions.

In this role you will drive retention, growth, and satisfaction by coordinating with sales, product, and support, conducting strategic business reviews, and enabling customers to derive maximum value from our SaaS solution.

Qualifications

• 5+ years of customer-facing experience in SaaS and FinTech.
• Customer-centric mindset with empathy and problem-solving.
• Strong analytical and proactive approach to issues.
• Technical aptitude and ability to learn new tools quickly.
• Team player with collaboration across sales, product, and support.
• Willing to travel quarterly for in-person meetings.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers and build long-term relationships.
• Conduct regular check-ins and strategic business reviews to ensure outcomes.
• Cultivate referenceable customers to support prospects.
• Advocate for customer needs across product, technology, and service teams.
• Develop and execute tailored success plans to enable customer goals.
• Identify churn risks via data usage and intervene early.
• Spot expansion opportunities and align with additional products.
• Collaborate with Sales to close expansion opportunities and ensure smooth handoffs.
• Program-manage onboarding for a smooth implementation.
• Drive product adoption through training and best practices.
• Relay customer needs to cross-functional teams and collect feedback.
• Track customer health and retention metrics and update CRM records.

Skills

Customer success

Account management

SaaS

FinTech

Data analysis

Cross-functional collaboration

Travel readiness

Tools

CRM

Job description

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

Compensation: $120,000 - $150,000 (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 proactive and results‑driven Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid‑size customers.

In this role, you will help Community Financial Institutions (credit unions and community banks) create a best‑in‑class experience for their consumers through our industry‑leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies personal attributes – teamwork, empathy, technical curiosity, a quality mindset – necessary in building customer trust. In this role, you’ll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction.

Role & Responsibilities

• Serve as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long‑term relationships.
• Conduct regular check‑ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.
• Referenceable customers – Cultivate customers who will serve as positive references of Eltropy to prospects.
• Advocate and drive customers’ product, technology, and service needs internally within Eltropy.
• Develop and execute tailored success plans to support customers in achieving their goals.
• Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.
• Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.
• Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.
• Program‑manage the onboarding process, ensuring a smooth and successful implementation.
• Drive product adoption by providing training, resources, and best practices.
• Advocate for customers internally by communicating their needs and challenges to cross‑functional teams.
• Collect and relay customer feedback to influence product development and improve the customer experience.
• Track and report on customer health, retention rates, and other key metrics.
• Maintain accurate records of customer interactions and updates in [CRM/CS platform].

What You Offer

• You have deep (preferably 5+ years) of customer facing experience (account management, customer success), ideally in SaaS and FinTech. You’re deeply curious, willing to explore and learn all aspects of our customers’ businesses, and Eltropy’s and our partners’ products. You bring a high EQ and a cool, calm confidence to help customers identify and overcome business challenges.
• Customer‑Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges.
• Problem‑Solving: Strong analytical and problem‑solving skills, with a proactive approach to identifying and addressing issues.
• Technical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. You are data driven and unafraid to tackle big problems.
• Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help.
• Adaptability: Thrive in a fast‑paced, start‑up environment where priorities can change rapidly.
• You are willing to travel quarterly (or as needed) to conduct in‑person meetings with customers, and with the rest of the Eltropy team.

About Eltropy

Eltropy is the Agentic AI Platform for Credit Unions and Community Banks. We bring humans and AI together to serve communities better. From answering a question to resolving a request, AI agents handle the routine tasks working alongside your team that provides the human touch. Built‑in Safe AI guardrails and a human‑in‑the‑loop approach ensure AI operates within policy and people remain in control. More than 750 financial institutions trust Eltropy to drive growth, experience, efficiency, and compliance. Visit Eltropy.com to learn more.

Eltropy Values

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

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.