Strategic CSM for Tier-1 FinTech Accounts, Remote

Eltropy Inc.; Clayton (MO); Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks, partnering with executives to deliver outcomes through our AI-powered communications platform.

In this role you will drive retention, growth, and overall satisfaction by conducting regular executive business reviews, coordinating multi-team onboarding, guiding product adoption, identifying expansion

Qualifications

• 5+ years of customer-facing experience in B2B SaaS or FinTech.
• Willingness to travel up to 25% for executive reviews and upsell.
• Customer-centric mindset with ability to understand business, technical, and operational needs.
• High technical aptitude; comfortable with new software and data-driven problem solving.
• Excellent communication and executive presence to influence across levels.
• Collaborative team player; works across sales, product, support, implementation, and leadership.

Responsibilities

• Manage a portfolio of roughly 20 Tier-1 accounts with executive relationships.
• Conduct executive business reviews to ensure ROI and outcomes.
• Drive adoption and expansion through cross-functional collaboration.
• Track customer health, risks, and opportunities in CRM.
• Coordinate multi-team onboarding projects and ensure successful implementations.
• Provide value narratives and success metrics to support renewals and upsell.
• Collect customer feedback to influence product roadmap.

Skills

Customer-facing experience

Travel readiness

Customer-centric mindset

Technical aptitude

Executive communication

Cross-functional collaboration

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks, partnering with executives to deliver outcomes through our AI-powered communications platform.

In this role you will drive retention, growth, and overall satisfaction by conducting regular executive business reviews, coordinating multi-team onboarding, guiding product adoption, identifying expansion