Remote Tier 2 Customer Success Manager – Central US

Eltropy Inc.; Lake Michigan Beach (MI); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager for the Central U.S. region to manage a portfolio of 50 mid-size customers. You will help credit unions and community banks maximize value from our AI communications platform, driving retention, growth, and satisfaction.

You will conduct regular business reviews, map tailored success plans, and collaborate with sales to close expansions while ensuring smooth onboarding and strong product adoption. Travel quarterly as needed.

Qualifications

• 5+ years of customer facing experience (account management, customer success) in SaaS and FinTech.
• Customer-Centric mindset and ability to understand customer needs.
• Strong problem-solving, analytical, and data-driven approach; comfortable with technology.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers.
• Conduct regular check-ins and Strategic Business Reviews (SBRs).
• Cultivate referenceable customers and advocate for their needs internally.
• Develop and execute tailored success plans and mitigate churn risks.
• Identify expansion opportunities and upsell; collaborate with Sales for handoffs.
• Program-manage onboarding and drive product adoption through training.
• Advocate for customers and relay feedback to product teams.
• Track customer health and retention metrics and maintain CRM records.

Skills

Customer-facing experience

Account management

Customer success

SaaS

FinTech

Data analysis

Team collaboration

Adaptability

Travel willingness

Job description

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager for the Central U.S. region to manage a portfolio of 50 mid-size customers. You will help credit unions and community banks maximize value from our AI communications platform, driving retention, growth, and satisfaction.

You will conduct regular business reviews, map tailored success plans, and collaborate with sales to close expansions while ensuring smooth onboarding and strong product adoption. Travel quarterly as needed.