Senior CSM — FinTech SaaS (Remote East US)

Eltropy; Orlando (FL); 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-sized financial institution customers.

You will ensure customers derive maximum value from our AI-driven communications platform, driving retention, growth, and overall satisfaction. In this role, you will lead onboarding, drive product adoption, and collaborate with Sales to close expansion opportunities.

Qualifications

• 5+ years of customer-facing experience in SaaS and FinTech.
• Willingness to travel up to 25% for executive business reviews and upsell discussions.
• Strong problem-solving and analytical skills with a proactive mindset.
• Technical aptitude and ability to quickly learn new software and tools.

Responsibilities

• Serve as 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 by aligning needs with additional products or services.
• Program-manage onboarding to ensure a smooth, successful implementation and drive product adoption.
• Advocate for customers internally and relay feedback to influence product development.
• Track customer health, retention, and other key metrics and maintain CRM records.

Skills

Customer success

Account management

Relationship building

Data analysis

Travel flexibility

Tools

CRM software

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-sized financial institution customers.

You will ensure customers derive maximum value from our AI-driven communications platform, driving retention, growth, and overall satisfaction. In this role, you will lead onboarding, drive product adoption, and collaborate with Sales to close expansion opportunities.