Senior CSM - Central US (Remote)

Eltropy Inc.; Alton (IL); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size customers across the Central U.S. region.

You will drive adoption, retention, and expansion while serving as the primary contact for clients using our AI-powered platform for community financial institutions. You will collaborate with Sales, Product, and Support to deliver value, manage onboarding, and influence product direction through customer feedback.

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech.
• Strong communication and relationship-building skills.
• Data-driven, proactive problem solver with high EQ.

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 (SBRs) to ensure desired outcomes.
• Develop and execute tailored success plans to help customers reach goals.
• Identify expansion opportunities and collaborate with Sales to close upsell opportunities.
• Lead onboarding and drive product adoption through training and resources.
• Collect customer feedback and relay needs to cross-functional teams to influence product development.
• Track health metrics and retention, maintaining CRM records.

Skills

Customer-facing experience

SaaS experience

FinTech knowledge

Team collaboration

Analytical thinking

Travel willingness

Tools

CRM software

Job description

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size customers across the Central U.S. region.

You will drive adoption, retention, and expansion while serving as the primary contact for clients using our AI-powered platform for community financial institutions. You will collaborate with Sales, Product, and Support to deliver value, manage onboarding, and influence product direction through customer feedback.