Senior Customer Success Manager - FinTech SaaS (Remote)

Eltropy Inc.; Massachusetts; Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid-size customers within our AI platform for Community Financial Institutions.

In this role you will drive retention, growth, and satisfaction by coordinating with sales, product, and support, conducting strategic business reviews, and enabling customers to derive maximum value from our SaaS solution.

Qualifications

• 5+ years of customer-facing experience in SaaS and FinTech.
• Customer-centric mindset with empathy and problem-solving.
• Strong analytical and proactive approach to issues.
• Technical aptitude and ability to learn new tools quickly.
• Team player with collaboration across sales, product, and support.
• Willing to travel quarterly for in-person meetings.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers and build long-term relationships.
• Conduct regular check-ins and strategic business reviews to ensure outcomes.
• Cultivate referenceable customers to support prospects.
• Advocate for customer needs across product, technology, and service teams.
• Develop and execute tailored success plans to enable customer goals.
• Identify churn risks via data usage and intervene early.
• Spot expansion opportunities and align with additional products.
• Collaborate with Sales to close expansion opportunities and ensure smooth handoffs.
• Program-manage onboarding for a smooth implementation.
• Drive product adoption through training and best practices.
• Relay customer needs to cross-functional teams and collect feedback.
• Track customer health and retention metrics and update CRM records.

Skills

Customer success

Account management

SaaS

FinTech

Data analysis

Cross-functional collaboration

Travel readiness

Tools

CRM

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the Eastern U.S. region to manage a portfolio of 50 mid-size customers within our AI platform for Community Financial Institutions.

In this role you will drive retention, growth, and satisfaction by coordinating with sales, product, and support, conducting strategic business reviews, and enabling customers to derive maximum value from our SaaS solution.