Strategic CSM – Tier-1 FinTech (Remote)

Eltropy Inc.; Kansas; 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. You will partner with executives to drive adoption, retention, and expansion while delivering ROI from our AI-powered platform.

This role requires strong relationship skills, deep customer insight, and the ability to lead multi-year success plans across multiple teams and locations. Travel up to 25% is expected for executive reviews and strategic discussions.

Qualifications

• 5+ years of customer-facing experience in B2B SaaS/FinTech.
• Willingness to travel up to 25% to customer sites for executive reviews and upsell discussions.
• Strong communication and executive presence across all levels of a customer organization.
• Data-driven and proactive problem solving across strategic and tactical issues.

Responsibilities

• Tier-1 Relationship Management: serve as trusted advisor for ~20 Tier-1 accounts and drive long-term partnerships.
• Develop and execute multi-year success plans aligning with customer goals and ROI.
• Identify expansion opportunities and support billing and renewals with the Sales team.
• Program-manage Tier-1 onboarding projects ensuring smooth implementation across teams.
• Advocate for customers to influence Product, Engineering, Support, and Marketing.
• Track health, retention, and expansion metrics and communicate status to stakeholders.

Skills

Relationship management

Executive communication

Strategic thinking

Data analysis

Customer success

Education

Bachelor's degree in related field

Tools

CRM software

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers. You will partner with executives to drive adoption, retention, and expansion while delivering ROI from our AI-powered platform.

This role requires strong relationship skills, deep customer insight, and the ability to lead multi-year success plans across multiple teams and locations. Travel up to 25% is expected for executive reviews and strategic discussions.