Senior Customer Success Manager, FinTech SaaS - Remote East

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

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager in the Eastern U.S. region to oversee a portfolio of 50 mid-size customers who use our AI communications platform.

You will help community financial institutions derive maximum value from our SaaS, drive retention and growth, and work cross-functionally with sales, product, and support to ensure successful implementations. Travel quarterly; strong data skills and empathy are essential to build trusted relationships and referenceable

Qualifications

• 5+ years in customer success or account management in SaaS/FinTech.
• Strong communication, empathy, and strategic planning.
• Ability to analyze usage data and mitigate churn.
• Willingness to travel quarterly.

Responsibilities

• Serve as primary contact for a portfolio of 50 customers.
• Conduct regular check-ins and Strategic Business Reviews (SBRs).
• Develop tailored success plans to support customers in achieving goals.
• Identify churn risks and intervene early.
• Collaborate with Sales to close expansion opportunities.
• Program-manage onboarding and drive product adoption.
• Report on customer health and retention metrics.
• Maintain CRM records and cross-functional communication.

Skills

Customer Success

SaaS experience

FinTech knowledge

Data-driven

Team collaboration

Adaptability

Tools

CRM tools

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager in the Eastern U.S. region to oversee a portfolio of 50 mid-size customers who use our AI communications platform.

You will help community financial institutions derive maximum value from our SaaS, drive retention and growth, and work cross-functionally with sales, product, and support to ensure successful implementations. Travel quarterly; strong data skills and empathy are essential to build trusted relationships and referenceable