Strategic Tier-1 CSM, East — Remote

Eltropy Inc.

Washington (District of Columbia)

Remote

USD 145,000 - 175,000

Full time

6 days ago

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Job summary

Eltropy is seeking a Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers using our AI-powered platform. You will build executive relationships, drive adoption and ROI, and collaborate with Sales, Product, and Support to ensure retention and growth in a fast-paced FinTech SaaS environment.

You will lead multi-year success plans, mitigate churn risks through data insights, and identify expansion opportunities while supporting onboarding

Qualifications

Deep (5+ years) customer-facing experience in B2B SaaS/FinTech
Travel up to 25% for executive reviews and expansions
Customer-centered mindset with focus on outcomes and ROI
Strong analytical and problem-solving skills with data-driven thinking
Exceptional communication and executive presence across org levels

Responsibilities

Tier-1 relationship management for ~20 accounts, executive business reviews, ROI demonstrations
Develop multi-year success plans and mitigate churn risks
Identify expansion opportunities and collaborate with Sales on account planning
Oversee onboarding and adoption, ensure successful multi-team implementations
Advocate for customer needs to Product, Engineering, Support and Marketing
Track health, retention, expansion and other metrics; maintain CRM records