Strategic CSM (Tier-1) - East | Remote

Eltropy Inc.; Massachusetts; Remote; USD 145,000 - 175,000; Full time

Job summary

Eltropy Inc. is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers across the US.

You will partner with executives to deliver transformative outcomes through our AI-powered communications platform while driving retention, growth, and overall satisfaction. This remote role requires travel up to 25% for executive business reviews and upsell discussions, and you will develop multi-year success plans, monitor health

Qualifications

• Deep (5+ years) customer-facing experience in B2B SaaS/FinTech.
• Willingness to travel up to 25% for executive reviews and upsell discussions.
• Customer-centric mindset with strong business insight.
• High technical aptitude and data-driven problem solving.
• Excellent verbal and written communication with executive presence.
• Highly collaborative across cross-functional teams.

Responsibilities

• Serve as trusted advisor for ~20 Tier-1 accounts, building executive relationships.
• Develop multi-year success plans to achieve business goals and ROI.
• Identify churn risks and drive retention and expansion opportunities.
• Partner with sales on account planning and seamless handoffs.
• Program-manage Tier-1 onboarding projects across teams and locations.
• Drive product adoption with training and enablement for Tier-1 workflows.
• Capture feedback to influence product roadmap and CX improvements.
• Maintain CRM records and report on health, retention, and growth metrics.

Skills

Customer-facing experience

SaaS / FinTech experience

Executive communication

Travel readiness

Collaboration

Job description

Eltropy Inc. is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers across the US.

You will partner with executives to deliver transformative outcomes through our AI-powered communications platform while driving retention, growth, and overall satisfaction. This remote role requires travel up to 25% for executive business reviews and upsell discussions, and you will develop multi-year success plans, monitor health