Senior CSM - FinTech SaaS (Remote, East US)

Eltropy Inc.

Rhode Island

Remote

USD 120,000 - 150,000

Full time

6 days ago

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Job summary

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

You will ensure customers derive maximum value from our AI communications platform, driving retention, growth, and satisfaction. Ideal candidates have 5+ years in customer-facing roles within SaaS and FinTech, a customer-centric mindset, strong problem-solving skills, and willingness to travel quarterly for in-person meetings with customers and the Eltropy

Qualifications

5+ years of customer-facing experience (account management, customer success) in SaaS/FinTech.
Strong customer-centric mindset with high EQ and data-driven problem-solving.
Willingness to travel quarterly for in-person meetings.

Responsibilities

Serve as the primary contact for a portfolio of 50 customers, building trust and long-term relationships.
Conduct regular check-ins and strategic business reviews to ensure desired outcomes.
Develop and execute tailored success plans; identify and mitigate churn risks.
Identify expansion opportunities and collaborate with Sales to close upsell opportunities.
Program-manage onboarding and drive product adoption with training and resources.
Advocate for customers by conveying needs to cross-functional teams and relay feedback to product.