Strategic CSM for Tier-1 FinTech Accounts (Remote)

Eltropy Inc.; Fulton (MS); 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 ~20 high-impact financial institution customers, delivering transformative outcomes via our AI-powered communications platform. You will drive retention, growth, and satisfaction across multiple programs and locations.

Responsibilities include executive relationships, multi-year success plans, onboarding projects, and close collaboration with Sales, Product, and Engineering to align roadmaps with customer

Qualifications

• 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 focused on helping customers succeed
• High technical aptitude and ability to learn new software quickly
• Exceptional communication and executive presence across organizational levels
• Strong collaboration with sales, product, support, and leadership teams

Responsibilities

• Serve as trusted advisor for ~20 Tier-1 accounts, fostering executive relationships
• Conduct executive business reviews to ensure ROI and outcomes
• Drive retention, expansion, and customer satisfaction
• Develop multi-year success plans and mitigate churn risks using data
• Collaborate with Sales on account planning and seamless handoffs
• Provide value narratives and success metrics for commercial conversations
• Lead Tier-1 onboarding projects across multiple teams and locations
• Advocate for customer needs with cross-functional teams and influence roadmap

Skills

Customer-facing

Travel 25%

Customer-centric

Technical aptitude

Executive presence

Collaborative

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers, delivering transformative outcomes via our AI-powered communications platform. You will drive retention, growth, and satisfaction across multiple programs and locations.

Responsibilities include executive relationships, multi-year success plans, onboarding projects, and close collaboration with Sales, Product, and Engineering to align roadmaps with customer