Senior Tier-1 CSM East (Remote)

Eltropy; Boston (MA); Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to steward a portfolio of high-impact financial institution customers, including top-tier credit unions and community banks. You will partner with executives to deliver outcomes through our AI-powered communications platform while driving retention and growth.

You will own onboarding, adoption, risk mitigation, and cross-functional advocacy, collaborating with product, engineering, support, and sales to ensure ROI and scalable

Qualifications

• 5+ years of customer-facing experience in B2B SaaS and/or FinTech.
• Proven ability to manage Tier-1 accounts and drive retention.
• Strong analytical and strategic planning skills.
• Excellent executive communication and cross-functional collaboration.

Responsibilities

• Manage a portfolio of roughly 20 Tier-1 accounts with executive relationships.
• Lead regular business reviews to demonstrate ROI and value.
• Identify expansion opportunities and collaborate with Sales for upsell.
• Drive onboarding and adoption through training and enablement.
• Advocate for customers internally and contribute to product feedback.
• Track health, risks, and outcomes across the portfolio.

Skills

Relationship Management

Customer Success

SaaS

FinTech

Executive communication

Travel up to 25%

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to steward a portfolio of high-impact financial institution customers, including top-tier credit unions and community banks. You will partner with executives to deliver outcomes through our AI-powered communications platform while driving retention and growth.

You will own onboarding, adoption, risk mitigation, and cross-functional advocacy, collaborating with product, engineering, support, and sales to ensure ROI and scalable