Strategic CSM for Tier-1 FinTech (Remote)

Eltropy Inc.; Missouri; 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. You will partner with executives to deliver transformative outcomes through our AI-powered platform while driving retention, growth, and overall satisfaction.

In this role you will lead onboarding and adoption efforts, identify expansion opportunities, and collaborate with Sales, Product, and

Qualifications

• 5+ years customer-facing experience in B2B SaaS/FinTech.
• Experience supporting Tier-1 or enterprise customers.
• Willingness to travel up to 25%.

Responsibilities

• Tier-1 Relationship Management: Serve as the trusted advisor for ~20 Tier-1 accounts, fostering executive relationships and long-term partnerships.
• Customer Success Strategy: Develop multi-year success plans, monitor health metrics, and align roadmaps for maximum adoption.
• Revenue Growth: Identify expansion opportunities and collaborate with Sales on account planning and upsell discussions.
• Onboarding and Adoption: Program-manage complex onboarding projects and drive product adoption across teams.
• Advocacy and Feedback: Relay customer needs to Product/Engineering/Support and help nurture case studies and speaking opportunities.
• Metrics and Reporting: Track retention, expansion, and health metrics; keep CRM records up to date.

Skills

Customer success

Account management

SaaS

FinTech

Executive communication

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. You will partner with executives to deliver transformative outcomes through our AI-powered platform while driving retention, growth, and overall satisfaction.

In this role you will lead onboarding and adoption efforts, identify expansion opportunities, and collaborate with Sales, Product, and