Senior Tier-1 CSM — Remote (NW US)

Eltropy Inc.; Portland (OR); On-site; USD 125,000 - 135,000; Full time

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers and drive retention, growth, and satisfaction using our AI-powered platform.

You will partner with executive stakeholders, lead onboarding and adoption programs, and advocate for customer needs to influence product direction while collaborating with Sales, Support, and Engineering. Travel up to 25% is expected.

Qualifications

• Minimum 5+ years of customer-facing experience in B2B SaaS/FinTech.
• Willingness to travel up to 25% for executive reviews and upsell discussions.
• Customer-centric mindset with a passion for helping customers succeed.
• Strong analytical and problem-solving skills with data-driven approach.
• Excellent communication and executive presence; ability to influence at all levels.
• Highly collaborative and able to work across sales, product, support, implementation, and leadership.
• Adaptable and resilient in a fast-paced startup environment.

Responsibilities

• Tier-1 relationship management: be sole contact for ~20 Tier-1 accounts; develop executive relationships.
• Develop and execute multi-year success plans; mitigate churn risks.
• Identify expansion opportunities; collaborate with Sales on account planning.
• Program-manage Tier-1 onboarding projects; drive product adoption.
• Advocate for customers internally and relay feedback to product teams.
• Track customer health, retention and growth metrics; maintain CRM/CS data.

Skills

5+ years experience

Executive presence

Analytical thinking

Customer focus

Cross-functional collaboration

Strong communication

Adaptability

Travel up to 25%

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers and drive retention, growth, and satisfaction using our AI-powered platform.

You will partner with executive stakeholders, lead onboarding and adoption programs, and advocate for customer needs to influence product direction while collaborating with Sales, Support, and Engineering. Travel up to 25% is expected.