Strategic CSM for Tier-1 FinTech Accounts (Remote)

Eltropy Inc.; Madison (WI); Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to oversee a portfolio of ~20 high-impact financial-institution customers, including top-tier credit unions and community banks. You will partner with stakeholders to deliver outcomes through our AI-powered platform, while driving retention, growth, and overall satisfaction.

You will lead onboarding, adoption, and advocacy initiatives, coordinate with Sales for expansions, and monitor health metrics to mitigate churn and maximize

Qualifications

• 5+ years of customer-facing experience in B2B SaaS/FinTech.
• Experience supporting Tier-1 or enterprise-level customers.
• Willingness to travel up to 25% for executive reviews and upsell discussions.

Responsibilities

• Tier-1 relationship management for ~20 accounts, building executive partnerships.
• Develop multi-year success plans and mitigate churn risks with health scoring.
• Identify expansion opportunities and collaborate with Sales on account planning.
• Program-manage Tier-1 onboarding across teams and locations.
• Advocate for customers and relay feedback to Product, Engineering, Support, Marketing.
• Track customer health and revenue metrics; report to leadership.

Skills

Tier-1 customer-facing experience

Executive relationship management

Data-driven decision making

Strategic account planning

Cross-functional collaboration

Proactive risk mitigation

Strong communication

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to oversee a portfolio of ~20 high-impact financial-institution customers, including top-tier credit unions and community banks. You will partner with stakeholders to deliver outcomes through our AI-powered platform, while driving retention, growth, and overall satisfaction.

You will lead onboarding, adoption, and advocacy initiatives, coordinate with Sales for expansions, and monitor health metrics to mitigate churn and maximize