Senior SaaS Customer Success Manager - FinTech (Remote, East US)

Eltropy Inc.; Lorida (FL); À distance; USD 120 000 - 150 000; Plein temps

Résumé du poste

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

You will lead strategic reviews, advocate for customers, develop tailored success plans, and collaborate with Sales to identify expansion opportunities while ensuring smooth onboarding and product adoption.

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech.
• Ability to manage a portfolio and drive retention and growth.
• Willingness to travel quarterly.
• Strong communication, empathy, teamwork.

Responsabilités

• Serve as primary contact for a portfolio of 50 customers and build trust.
• Conduct regular check-ins and Strategic Business Reviews (SBRs).
• Advocate and drive customers’ product, technology, and service needs internally.
• Develop and execute tailored success plans to support customers in achieving their goals.
• Proactively identify and mitigate churn risks through data analysis and usage tracking.
• Identify expansion opportunities and collaborate with Sales to close them.
• Program-manage onboarding and drive product adoption with training and resources.
• Relay customer feedback to influence product development and improvement.

Connaissances

Customer facing experience

SaaS knowledge

Data-driven

Problem solving

Team collaboration

Adaptability

Travel willingness

Outils

CRM platforms

Description du poste

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

You will lead strategic reviews, advocate for customers, develop tailored success plans, and collaborate with Sales to identify expansion opportunities while ensuring smooth onboarding and product adoption.