Strategic Tier-1 CSM — FinTech AI Platform (Remote)

Eltropy Inc.; Clayton (NM); Remote; USD 145,000 - 175,000; Full time

Benefits offered by this job

Travel up to 25%

Job summary

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers within a remote US service region. You will partner with stakeholders to deliver outcomes through our AI-powered platform, driving retention, growth, and satisfaction.

You will lead tier-1 onboarding, adoption, and advocacy, while identifying expansion opportunities and aligning roadmaps with customer needs. Travel up to 25% is required.

Qualifications

• 5+ years customer-facing experience in B2B SaaS and/or FinTech.
• Willingness to travel up to 25% for executive reviews and upsell discussions.
• Customer-centric mindset with ability to understand business, technical, and operational needs.
• Strong analytical and problem-solving skills with proactive issue handling.
• High technical aptitude; data-driven and able to learn new tools quickly.
• Excellent communication with executive presence across all levels.

Responsibilities

• Tier-1 Relationship Management: serve as the single point of contact for ~20 Tier-1 accounts and build executive relationships.
• Customer Success Strategy: develop multi-year success plans and mitigate churn risks with data analysis.
• Revenue Growth: identify expansion opportunities and support sales with value-driven narratives.
• Onboarding and Adoption: program-manage onboarding across teams and drive product adoption.
• Advocacy and Feedback: relay customer needs to Product, Engineering, Support, and Marketing.
• Metrics and Reporting: track health, retention, expansion, and maintain CRM records.

Skills

5+ years customer-facing experience

B2B SaaS / FinTech

Executive relationship management

Strong analytical skills

Problem-solving

Exceptional communication

Job description

Eltropy is seeking a strategic Tier-1 Customer Success Manager to manage a portfolio of ~20 high-impact financial institution customers within a remote US service region. You will partner with stakeholders to deliver outcomes through our AI-powered platform, driving retention, growth, and satisfaction.

You will lead tier-1 onboarding, adoption, and advocacy, while identifying expansion opportunities and aligning roadmaps with customer needs. Travel up to 25% is required.