Strategic CSM - FinTech & AI Platform (Remote)

Eltropy Inc.; Wisconsin; 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 ~20 high-impact financial institution customers. You will partner with executives to deliver outcomes through our AI-powered platform, focusing on retention, growth, and satisfaction.

This role requires 5+ years in customer-facing roles, willingness to travel up to 25%, and the ability to align products and services to client goals across multiple teams.

Qualifications

• Must have 5+ years in customer-facing roles in B2B SaaS/FinTech.
• Willing to travel up to 25% to on-site reviews and upsell meetings.
• Strong analytical and communication skills; executive presence.

Responsibilities

• Tier-1 Relationship Management: serve as trusted advisor for ~20 Tier-1 accounts and build executive relationships.
• Customer Success Strategy: develop multi-year success plans and mitigate churn risks.
• Revenue Growth: identify expansion opportunities and support upsell discussions with Sales.
• Onboarding and Adoption: program-manage onboarding across teams and ensure adoption.
• Advocacy and Feedback: relay customer needs to Product/Engineering/Support/Marketing.
• Metrics and Reporting: track health, retention, and growth; maintain CRM records.

Skills

CX Experience

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to steward a portfolio of ~20 high-impact financial institution customers. You will partner with executives to deliver outcomes through our AI-powered platform, focusing on retention, growth, and satisfaction.

This role requires 5+ years in customer-facing roles, willingness to travel up to 25%, and the ability to align products and services to client goals across multiple teams.