Senior Customer Success Manager - FinTech SaaS (Remote)

Eltropy Inc.; Oregon; Hybrid; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager in the Central U.S. region to manage a portfolio of 50 mid-size customers and ensure they derive maximum value from our AI communications platform.

You will drive retention, growth, onboarding, adoption, and advocacy across credit unions and community banks, partnering with sales, product, and support to deliver excellent service.

Qualifications

• You have deep (preferably 5+ years) of customer facing experience (account management, customer success), ideally in SaaS and FinTech.
• You bring a high EQ and a calm confidence to help customers identify and overcome business challenges.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers, fostering trust and building long-term relationships.
• Conduct regular check-ins and strategic business reviews to ensure customers are achieving desired outcomes.
• Cultivate referenceable customers who can serve as positive references to prospects.
• Develop and execute tailored success plans to help customers achieve their goals.
• Identify expansion and upsell opportunities and collaborate with Sales to close them.
• Program-manage onboarding to ensure smooth implementations and adoption.
• Advocate for customers by communicating needs to cross-functional teams and relay feedback.
• Track customer health, retention, and other key metrics; maintain CRM records.

Job description

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager in the Central U.S. region to manage a portfolio of 50 mid-size customers and ensure they derive maximum value from our AI communications platform.

You will drive retention, growth, onboarding, adoption, and advocacy across credit unions and community banks, partnering with sales, product, and support to deliver excellent service.