Remote CSM - FinTech SaaS for Credit Unions

Eltropy Inc.; Yorktown (VA); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers, ensuring maximum value from our AI communications platform.

You will conduct regular reviews, develop success plans, and drive retention and expansion while advocating for customers across teams and maintaining strong relationships with community financial institutions.

Qualifications

• 5+ years of customer facing experience in SaaS/FinTech.
• Strong communication and relationship-building skills.
• Data-driven problem-solving mindset and proactive risk management.
• Willingness to travel quarterly for in-person customer meetings.
• Empathy, teamwork and customer-centric approach.

Responsibilities

• Serve as primary contact for a portfolio of 50 customers and foster long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure outcomes.
• Cultivate referenceable customers and advocate for their needs internally.
• Develop tailored success plans and mitigate churn risk through data and usage analysis.
• Identify expansion opportunities and collaborate with Sales to close upsell.
• Program-manage onboarding and drive product adoption through training and resources.
• Collect and relay customer feedback to influence product development and improve experience.
• Track customer health, retention, and other key metrics in CRM.

Skills

Customer facing experience

SaaS experience

FinTech knowledge

Account management

Team collaboration

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers, ensuring maximum value from our AI communications platform.

You will conduct regular reviews, develop success plans, and drive retention and expansion while advocating for customers across teams and maintaining strong relationships with community financial institutions.