Senior Remote Customer Success Manager – FinTech SaaS

Eltropy Inc.; Wilmington (VT); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers and drive value from our AI communications platform for community financial institutions.

You will lead onboarding, adoption, and strategic reviews, monitor health metrics, and partner with sales for expansion opportunities while ensuring high retention and customer satisfaction across the region.

Qualifications

• 5+ years of customer-facing SaaS/FinTech experience.
• Strong empathy, problem-solving and data-driven mindset.
• Ability to travel quarterly.
• Excellent communication and relationship-building skills.

Responsibilities

• Serve as the primary contact for a portfolio of customers, fostering trust and long-term relationships.
• Conduct regular check-ins and strategic business reviews to ensure customers achieve outcomes.
• Develop and execute tailored success plans to support customers in achieving their goals.
• Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products.
• Program-manage onboarding to ensure a smooth implementation and drive product adoption.
• Advocate for customers internally by relaying their feedback to cross-functional teams.
• Track and report on customer health, retention and other key metrics.

Skills

Customer Success

Account Management

SaaS

FinTech

Travel Ready

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers and drive value from our AI communications platform for community financial institutions.

You will lead onboarding, adoption, and strategic reviews, monitor health metrics, and partner with sales for expansion opportunities while ensuring high retention and customer satisfaction across the region.