Strategic CSM - FinTech SaaS (Remote, East US)

Eltropy Inc.; Orangeburg (SC); Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size financial institution customers using our AI-driven communications platform.

You will own check-ins, SBRS, and expansion opportunities, ensure adoption, and collaborate with Sales, Product, and Support to mitigate churn and deliver measurable value. Travel quarterly as needed and bring SaaS/FinTech experience, strong empathy, and data-driven problem solving to help

Qualifications

• 5+ years of customer-facing experience in SaaS/FinTech
• Strong communication and empathy with high EQ
• Willingness to travel quarterly to meet customers in person

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers.
• Conduct regular check-ins and Strategic Business Reviews (SBRs).
• Identify expansion opportunities and collaborate with the Sales team.
• Own onboarding and drive product adoption.
• Proactively mitigate churn risks through data and usage analysis.
• Advocate for customer needs to cross-functional teams.
• Maintain accurate records of customer interactions in the CRM/CS platform.

Skills

Customer Success

SaaS experience

FinTech

Portfolio management

Relationship building

Data analysis

Tools

CRM/CS platform

Job description

Eltropy is seeking a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size financial institution customers using our AI-driven communications platform.

You will own check-ins, SBRS, and expansion opportunities, ensure adoption, and collaborate with Sales, Product, and Support to mitigate churn and deliver measurable value. Travel quarterly as needed and bring SaaS/FinTech experience, strong empathy, and data-driven problem solving to help