Senior Tier-1 CSM (Remote East) – FinTech Growth

Eltropy Inc.; Rhode Island; Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy Inc. is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers.

You will partner with executives to deliver outcomes through our AI-powered communications platform, driving retention, growth, and satisfaction. Responsibilities include relationship management, success planning, risk mitigation, expansion opportunities, onboarding, and advocacy.

Qualifications

• 5+ years of customer-facing experience in B2B SaaS/FinTech.
• Experience supporting Tier-1 or enterprise-level customers.
• Willingness to travel up to 25% to customer sites.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent communication and executive presence.

Responsibilities

• Serve as trusted advisor for ~20 Tier-1 accounts, building executive relationships and partnerships.
• Develop multi-year success plans and mitigate churn risks through health data and reviews.
• Identify expansion opportunities and support Sales with account planning.
• Program-manage onboarding projects for Tier-1 customers and drive adoption.
• Advocate for customers internally and relay feedback to Product and Engineering.
• Track health, retention, and growth metrics and communicate status to stakeholders.

Skills

Customer success

Account management

SaaS

FinTech

Executive communication

Tools

CRM software

Job description

Eltropy Inc. is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers.

You will partner with executives to deliver outcomes through our AI-powered communications platform, driving retention, growth, and satisfaction. Responsibilities include relationship management, success planning, risk mitigation, expansion opportunities, onboarding, and advocacy.