Senior CSM, FinTech SaaS (Remote East US)

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

Job summary

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers within our AI-powered SaaS platform for community financial institutions.

In this role you will build trusted relationships, drive retention and expansion, deliver strategic reviews, and partner with Sales, Product, and Support to ensure customers derive maximum value from our solutions.

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech.
• Customer-centric mindset and strong empathy.
• Strong problem-solving and analytical skills.
• Technical aptitude with ability to learn new tools quickly.
• Team collaboration across sales, product, and support.
• Adaptability in a fast-paced, startup-like environment.
• Willingness to travel quarterly for in-person meetings.

Responsibilities

• Serve as primary contact for a portfolio of 50 customers.
• Conduct regular check-ins and strategic business reviews.
• Advocate for customer needs within Eltropy.
• Develop and execute tailored success plans.
• Identify churn risks and intervene early.
• Collaborate with Sales to close expansion opportunities.
• Program-manage onboarding and drive product adoption.
• Collect and relay customer feedback to influence product.
• Track customer health and retention metrics.
• Maintain accurate CRM records.

Skills

Customer Success

SaaS

Account Management

FinTech

Tools

CRM software

Job description

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers within our AI-powered SaaS platform for community financial institutions.

In this role you will build trusted relationships, drive retention and expansion, deliver strategic reviews, and partner with Sales, Product, and Support to ensure customers derive maximum value from our solutions.