Senior Customer Success Manager - FinTech SaaS (Remote)

Eltropy Inc.; Bastrop (LA); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the South Central US region to manage a portfolio of 50 mid-size customers. You will help credit unions and community banks maximize value from our AI communications platform, driving retention and growth.

Ideal candidates bring 5+ years of customer-facing SaaS experience, strong problem-solving and collaboration skills, and a customer-centric mindset. Occasional travel is expected to meet with clients and teams.

Qualifications

• 5+ years of customer-facing experience (account management or customer success) in SaaS/FinTech.
• Strong communication, empathy, and relationship-building skills.
• Data-driven with ability to analyze usage and risks to prevent churn.
• Team player with ability to collaborate across sales, product, and support.
• Willing to travel quarterly for in-person customer meetings.

Responsibilities

• Manage a portfolio of 50 mid-size customers as the primary contact.
• Conduct regular check-ins and strategic business reviews to ensure outcomes.
• Cultivate referenceable customers and advocate for their product needs.
• Develop tailored success plans and mitigate churn risks via data and early interventions.
• Identify expansion opportunities and collaborate with Sales on upsell efforts.
• Program-manage onboarding and drive product adoption through training.
• Relay customer feedback to product teams and track key health metrics.
• Maintain accurate records in the CRM/CS platform.

Skills

Customer success

Account management

SaaS experience

Data-driven

Problem solving

Team collaboration

Adaptability

Travel willingness

Tools

CRM/CS platform

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the South Central US region to manage a portfolio of 50 mid-size customers. You will help credit unions and community banks maximize value from our AI communications platform, driving retention and growth.

Ideal candidates bring 5+ years of customer-facing SaaS experience, strong problem-solving and collaboration skills, and a customer-centric mindset. Occasional travel is expected to meet with clients and teams.