Remote Tier-1 Customer Success Manager - FinTech

Eltropy Inc.; Iowa Center (IA); 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 and drive retention, growth, and satisfaction with our AI-powered platform. You will lead multi-year success plans, monitor health metrics, and collaborate with Sales, Product, and Implementation teams to maximize adoption.

Travel up to 25% for executive reviews and upsell discussions is expected.

Qualifications

• 5+ years of deep customer-facing experience in B2B SaaS or FinTech.
• Ability to travel up to 25% to client sites for reviews and upsell.
• Strong analytical and problem-solving skills with a data-driven mindset.

Responsibilities

• Tier-1 relationship management: serve as trusted advisor for ~20 Tier-1 accounts and build executive relationships.
• Customer success strategy: develop multi-year success plans and mitigate churn risks via data and health scoring.
• Revenue growth: identify expansion opportunities and collaborate with Sales for account planning and upsell.
• Onboarding and adoption: program-manage Tier-1 onboarding and drive product adoption with training resources.
• Advocacy and feedback: relay customer needs to Product/Engineering and help source case studies and speaking opportunities.
• Metrics and reporting: track health, retention, and growth; maintain CRM records and report to leadership.

Skills

Customer facing

Relationship management

Executive presence

Strategic planning

Data analysis

Cross-functional collaboration

Travel up to 25%

Tools

CRM software

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers and drive retention, growth, and satisfaction with our AI-powered platform. You will lead multi-year success plans, monitor health metrics, and collaborate with Sales, Product, and Implementation teams to maximize adoption.

Travel up to 25% for executive reviews and upsell discussions is expected.