Senior Customer Success Manager, FinTech SaaS (Remote)

Eltropy Inc.; Colorado; A distancia; USD 120.000 - 150.000; Jornada completa

Descripción de la vacante

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size financial institution customers across the South Central region.

You will drive retention, expansion, and maximum value from our AI communications platform, acting as the primary point of contact and trusted advisor. You will lead onboarding, adoption, and strategic reviews, collaborate with Sales to identify upsell opportunities, and influence product direction through customer feedback.

Formación

• 5+ years of customer-facing experience in SaaS/FinTech.
• Strong communication and relationship-building skills.
• Comfortable with data analysis and using CRM tools.

Responsabilidades

• Serve as the primary contact for a portfolio of 50 customers to build trust and long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure desired outcomes.
• Develop tailored success plans and mitigate churn risks through data and intervention.
• Identify expansion and upsell opportunities in collaboration with the Sales team.
• Program-manage onboarding and drive product adoption with training and best practices.
• Advocate for customer needs and relay feedback to product and cross-functional teams.
• Track customer health and retention metrics and maintain accurate CRM records.

Conocimientos

Customer relationships

Strategic reviews

Upsell opportunities

Onboarding

Product adoption

Advocacy

Data-driven

Descripción del empleo

Eltropy Inc. is seeking a proactive Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size financial institution customers across the South Central region.

You will drive retention, expansion, and maximum value from our AI communications platform, acting as the primary point of contact and trusted advisor. You will lead onboarding, adoption, and strategic reviews, collaborate with Sales to identify upsell opportunities, and influence product direction through customer feedback.