Remote Tier-1 CSM for FinTech AI Platform

Eltropy Inc.; Columbus (OH); Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. You will partner with key stakeholders to deliver transformative outcomes through our AI-powered communications platform while driving retention, growth, and overall satisfaction.

Responsibilities include program-managing onboarding, crafting multi-year success plans, mitigating churn risks, and

Qualifications

• Deep (5+ years) customer-facing experience in B2B SaaS/FinTech.
• Proven ability to manage Tier-1 or enterprise accounts.
• Willingness to travel up to 25% for executive reviews and upsell discussions.

Responsibilities

• Tier-1 relationship management for ~20 high-impact accounts with executive sponsorship.
• Develop and execute multi-year customer success plans and mitigate churn risks.
• Identify expansion opportunities and collaborate with Sales on account planning.
• Oversee onboarding and ensure successful adoption across teams and locations.
• Advocate for customers and relay feedback to Product/Engineering.
• Track health, retention, and growth metrics and report to leadership.

Skills

Customer success

Account management

B2B SaaS

FinTech

Travel up to 25%

Analytical skills

Problem solving

Technical aptitude

Executive presence

Cross-functional collaboration

Team player

Adaptability

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. You will partner with key stakeholders to deliver transformative outcomes through our AI-powered communications platform while driving retention, growth, and overall satisfaction.

Responsibilities include program-managing onboarding, crafting multi-year success plans, mitigating churn risks, and