Strategic CSM, Tier-1 FinTech (Remote)

Eltropy Inc.; New Mexico; 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, delivering transformative outcomes with our AI-powered platform while driving retention, growth and satisfaction.

You will lead onboarding, adoption, executive reviews, and cross-functional advocacy, traveling up to 25% to strengthen long-term partnerships in a fast-paced startup environment.

Qualifications

• 5+ years in customer-facing roles (account management or success) in B2B SaaS/FinTech.
• Willingness and ability to travel to customer sites up to 25%.
• Customer-centric mindset with strong communication and relationship skills.
• Analytical, problem-solving and data-driven with strategic thinking.
• Strong collaboration across sales, product, support, and leadership.

Responsibilities

• Manage ~20 Tier-1 accounts, building executive relationships and partnerships.
• Drive adoption, score health metrics, and reduce churn risk with proactive actions.
• Identify expansion opportunities and support sales with account planning.
• Lead onboarding programs and multi-year success plans for customers.
• Advocate for customers and relay feedback to product, engineering, and marketing.
• Track retention, expansion, and ROI; document plans in the CRM.

Skills

Customer success

Account management

SaaS

FinTech

Executive communication

Travel up to 25%

Tools

CRM platforms

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, delivering transformative outcomes with our AI-powered platform while driving retention, growth and satisfaction.

You will lead onboarding, adoption, executive reviews, and cross-functional advocacy, traveling up to 25% to strengthen long-term partnerships in a fast-paced startup environment.