Senior CSM – Central US (Remote)

Eltropy Inc.; Illinois; 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 financial institution customers across a Central U.S. service region. You will ensure customers derive maximum value from our AI-powered SaaS platform, driving retention, expansion, and satisfaction.

You will lead onboarding, adoption, and ongoing success planning, collaborating with Sales, Product, and Support to anticipate risks and deliver measurable outcomes. Travel quarterly as needed.

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech.
• Strong communication and relationship-building skills.
• Data-driven approach to retention, expansion, and risk mitigation.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers and conduct regular check-ins and strategic reviews.
• Cultivate referenceable customers and advocate for their needs internally.
• Develop and execute tailored success plans to drive customer outcomes and reduce churn.
• Identify expansion opportunities and collaborate with Sales to close them.
• Program-manage onboarding and drive product adoption through training and resources.
• Advocate for customers and relay feedback to product and cross-functional teams.
• Track health metrics and maintain accurate CRM records.

Skills

Customer-facing experience

SaaS

FinTech knowledge

Communication

Data-driven

Tools

CRM platform

Job description

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size financial institution customers across a Central U.S. service region. You will ensure customers derive maximum value from our AI-powered SaaS platform, driving retention, expansion, and satisfaction.

You will lead onboarding, adoption, and ongoing success planning, collaborating with Sales, Product, and Support to anticipate risks and deliver measurable outcomes. Travel quarterly as needed.