Senior CSM - FinTech SaaS, Remote East

Eltropy Inc.; Virginia; Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers. You will ensure customers derive maximum value from our AI communications platform, driving retention, growth, and satisfaction.

In this role you’ll act as the primary contact, conduct strategic reviews, and lead onboarding, adoption, and advocacy efforts while collaborating with sales, product, and support teams to improve the customer experience.

Qualifications

• 5+ years of customer-facing experience in SaaS or FinTech.
• Customer-centric mindset with a focus on outcomes.
• Strong analytical and problem-solving skills.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers, fostering trust and long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers achieve desired outcomes.
• Cultivate referenceable customers who can advocate for Eltropy to prospects.
• Develop and execute tailored success plans to help customers reach goals.
• Proactively identify and mitigate churn risks through data analysis and usage tracking.
• Identify opportunities for expansion and upsell by aligning needs with additional products.
• Program-manage onboarding to ensure smooth implementations and adoption.
• Advocate for customer needs internally and relay feedback to product teams.
• Track customer health and retention metrics and maintain CRM records.

Skills

Customer-facing experience

Customer-centric mindset

Problem-solving

Technical aptitude

Team collaboration

Adaptability

Travel willingness

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers. You will ensure customers derive maximum value from our AI communications platform, driving retention, growth, and satisfaction.

In this role you’ll act as the primary contact, conduct strategic reviews, and lead onboarding, adoption, and advocacy efforts while collaborating with sales, product, and support teams to improve the customer experience.