Senior CSM - FinTech SaaS (Remote, East US)

Eltropy Inc.; Athens (GA); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid-size customers.

You will help credit unions and community banks leverage our leading AI communications platform to drive retention, growth, and customer value. Your role includes onboarding, training, and collaboration with Sales, Product, and Support to translate customer feedback into product improvements.

Qualifications

• 5+ years in customer facing roles (account management, customer success).
• Experience with SaaS and FinTech is preferred.
• Strong problem solving and data-driven mindset.

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 to ensure customers achieve desired outcomes.
• Identify opportunities for expansion and upsell within the portfolio by aligning needs with products and services.
• Collaborate with Sales to close expansion opportunities and ensure seamless handoffs.
• Program-manage onboarding and drive product adoption through training and best practices.
• Track customer health, retention, and key metrics; collect and relay feedback to product teams.

Skills

Customer success

Account management

SaaS experience

FinTech knowledge

Data-driven

Tools

CRM software

Analytics tools

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid-size customers.

You will help credit unions and community banks leverage our leading AI communications platform to drive retention, growth, and customer value. Your role includes onboarding, training, and collaboration with Sales, Product, and Support to translate customer feedback into product improvements.