Senior CSM - FinTech SaaS (Remote)

Eltropy Inc.; Austin (TX); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the South Central U.S. region to manage a portfolio of 50 mid-size customers, ensuring retention and maximum value from our AI communications platform.

You will build trust with community financial institutions, conduct strategic reviews, identify expansion opportunities, and collaborate with sales to close deals. Travel quarterly for in-person meetings as needed.

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech.
• Strong analytical and problem-solving skills.
• Ability to learn quickly and collaborate across teams.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers.
• Conduct regular check-ins and Strategic Business Reviews.
• Identify opportunities for expansion and upsell within the portfolio.
• Proactively mitigate churn risks through data analysis and early intervention.
• Collaborate with Sales to close expansion opportunities and ensure seamless handoffs.
• Program-manage the onboarding process and drive product adoption.
• Track customer health metrics and maintain CRM records.

Skills

Customer success

SaaS

FinTech

Teamwork

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the South Central U.S. region to manage a portfolio of 50 mid-size customers, ensuring retention and maximum value from our AI communications platform.

You will build trust with community financial institutions, conduct strategic reviews, identify expansion opportunities, and collaborate with sales to close deals. Travel quarterly for in-person meetings as needed.