Senior Customer Success Manager, FinTech SaaS (Remote)

Eltropy; Portland (OR); Remote; USD 90,000 - 135,000; Full time

Job summary

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) to manage a portfolio of high-growth potential credit unions and community banks.

You will be the primary contact, driving retention, adoption, and expansion across SaaS products, with regular check-ins and strategic reviews to ensure customers achieve their goals.

Remote-friendly role with travel up to 25%; 2+ years in customer-facing SaaS/FinTech is preferred.

Qualifications

• 2+ years of customer-facing experience in account management, customer success, or equivalent role.
• SaaS and FinTech experience is a plus.
• You’re curious, data-driven and able to adapt in a fast-paced environment.

Responsibilities

• Serve as the primary contact for a portfolio of 40-60 customers, fostering trust and building strong, long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers achieve their desired outcomes.
• Program-manage onboarding, ensuring a smooth implementation and driving product adoption with training and resources.
• Develop tailored success plans and proactively identify and mitigate churn risks.
• Identify expansion opportunities and collaborate with Sales to close expansion opportunities and ensure smooth handoffs.
• Track customer health and report metrics in CRM/CS platform.

Skills

Customer-facing experience

SaaS experience

FinTech experience

Team collaboration

Adaptability

Travel willingness

Job description

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) to manage a portfolio of high-growth potential credit unions and community banks.

You will be the primary contact, driving retention, adoption, and expansion across SaaS products, with regular check-ins and strategic reviews to ensure customers achieve their goals.

Remote-friendly role with travel up to 25%; 2+ years in customer-facing SaaS/FinTech is preferred.