Senior CSM - FinTech SaaS (Remote, West Coast)

Eltropy Inc.; United States; Remote; USD 90,000 - 135,000; Full time

Job summary

Eltropy Inc. is seeking a proactive Customer Success Manager to manage a portfolio of credit unions and community banks, ensuring maximum value from our AI communications platform.

You will drive retention, growth and satisfaction through onboarding, training, and strategic engagement with customers. Your role involves regular check-ins, SBRS, and collaboration with Sales to close expansion opportunities while advocating for customer needs internally and shaping product feedback based on usage

Qualifications

• 2+ years of customer-facing experience in account management, customer success, or equivalent role.
• SaaS and FinTech experience a plus.
• Willingness to travel up to 25%.

Responsibilities

• Manage a portfolio of 40–60 customers and build long-term relationships.
• Lead onboarding and ensure successful implementation and adoption of the product.
• Develop tailored success plans and monitor customer health to mitigate churn risk.
• Identify expansion opportunities and collaborate with Sales for upsell.
• Cultivate referenceable customers and advocate for customer needs internally.
• Collect and relay customer feedback to influence product development.
• Track key metrics and maintain accurate CRM records.

Skills

Customer-facing experience

SaaS

FinTech knowledge

Data-driven

Travel readiness

Job description

Eltropy Inc. is seeking a proactive Customer Success Manager to manage a portfolio of credit unions and community banks, ensuring maximum value from our AI communications platform.

You will drive retention, growth and satisfaction through onboarding, training, and strategic engagement with customers. Your role involves regular check-ins, SBRS, and collaboration with Sales to close expansion opportunities while advocating for customer needs internally and shaping product feedback based on usage