Senior Tier-1 CSM – FinTech, Remote, 25% Travel

Eltropy Inc.; Nebraska; 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 roughly 20 top-tier financial institution customers. You will drive retention, expansion, and ROI from our AI-powered platform while collaborating with Sales, Product, and Support teams.

Based remotely in the US, you will conduct executive business reviews, develop multi-year success strategies, and advocate for customers to influence product roadmaps, ensuring value realization and long-term partnerships.

Qualifications

• 5+ years of deep, customer-facing experience in B2B SaaS/FinTech.
• Experience supporting Tier-1 or enterprise customers.
• Willingness to travel up to 25% for executive reviews.
• Strong executive presence and communication.
• Ability to influence across Product, Engineering, Support, and Marketing.

Responsibilities

• Serve as trusted advisor for ~20 Tier-1 accounts.
• Conduct executive business reviews to demonstrate ROI.
• Identify expansion and upsell opportunities within portfolio.
• Collaborate with Sales on account planning and handoffs.
• Program-manage Tier-1 onboarding projects.
• Track customer health and retention metrics.
• Maintain CRM records and communicate status to leadership.
• Advocate customer needs to cross-functional teams.
• Capture customer feedback to influence roadmaps.

Skills

Customer success

Account management

SaaS

Executive relationships

Tools

CRM software

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to steward a portfolio of roughly 20 top-tier financial institution customers. You will drive retention, expansion, and ROI from our AI-powered platform while collaborating with Sales, Product, and Support teams.

Based remotely in the US, you will conduct executive business reviews, develop multi-year success strategies, and advocate for customers to influence product roadmaps, ensuring value realization and long-term partnerships.