Senior FinTech SaaS CSM — Remote (South Central US)

Eltropy Inc.; Kansas City (MO); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the South Central US region to manage a portfolio of 50 mid-size customers and ensure they derive maximum value from our AI communications platform.

You will own onboarding, conduct regular check-ins and strategic business reviews, identify renewal and expansion opportunities, mitigate churn with data-driven insights, and collaborate with Sales, Product, and Support to advocate for customer needs.

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 (SBRs) to ensure customers achieve their desired outcomes.
• Identify and nurture referenceable customers who can become advocates for Eltropy to prospects.
• Cultivate customers who will serve as positive references of Eltropy to prospects.
• Advocate for customers' product, technology, and service needs internally within Eltropy.
• Develop and execute tailored success plans to help customers achieve their goals.
• Proactively identify and mitigate churn risks through data analysis, usage tracking, and early intervention strategies.
• Identify opportunities for expansion and upsell by aligning customer needs with additional products or services.
• Collaborate with Sales to close expansion opportunities and ensure seamless handoffs.
• Program-manage onboarding to ensure smooth implementations.
• Drive product adoption by providing training, resources, and best practices.
• Relay customer feedback to influence product development and improve the customer experience.
• Track and report on customer health, retention rates, and other key metrics.
• Maintain accurate records of customer interactions in the CRM/CS platform.

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager (CSM) in the South Central US region to manage a portfolio of 50 mid-size customers and ensure they derive maximum value from our AI communications platform.

You will own onboarding, conduct regular check-ins and strategic business reviews, identify renewal and expansion opportunities, mitigate churn with data-driven insights, and collaborate with Sales, Product, and Support to advocate for customer needs.