Senior Customer Success Manager, FinTech SaaS (Remote)

Eltropy Inc.

Oklahoma City (OK)

Remote

USD 120,000 - 150,000

Full time

5 days ago

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Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the South Central U.S. region, overseeing a portfolio of 50 mid-size customers and ensuring maximum value from our AI-driven communications platform.

You will collaborate with Sales, Product, and Support to drive retention, growth, and customer satisfaction. Ideal candidates have 5+ years in customer-facing roles in SaaS/FinTech, strong problem-solving abilities, and a high EQ to build trust with credit unions and community banks

Qualifications

5+ years of customer-facing experience in SaaS and FinTech.
Curious and eager to learn customers’ businesses and products.
High emotional intelligence with a calm, confident approach to helping customers.

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 desired outcomes.
Identify churn risks and mitigate them through data analysis and proactive interventions.
Identify expansion opportunities and coordinate with Sales to close upsell deals.
Program-manage onboarding and drive product adoption through training and resources.
Relay customer feedback to product teams to influence development and roadmap.
Track customer health and retention metrics and maintain CRM records.