Tier 2 CSM - FinTech SaaS, Remote East

Eltropy Inc.; South Carolina; Remote; USD 120,000 - 150,000; Full time

Job summary

Eltropy Inc. seeks a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers using our AI-powered SaaS platform for community financial institutions.

You will build tailored success plans, drive product adoption, retention, and expansion, and collaborate with Sales, Product, and Support teams. Travel quarterly for in-person customer meetings is required to strengthen relationships.

Qualifications

• Deep (preferably 5+ years) of customer-facing experience (account management, customer success).
• SaaS expertise and FinTech familiarity are highly valued.
• Strong customer-centric approach with focus on outcomes and retention.

Responsibilities

• Serve as the primary contact for a portfolio of 50 customers, building trust and long-term relationships.
• Conduct regular check-ins and strategic business reviews to ensure customer goals are met.
• Identify expansion opportunities and coordinate with Sales to close upsell opportunities.
• Program-manage onboarding and drive product adoption through training and best practices.
• Proactively mitigate churn risks using data analysis and usage insights.
• Advocate for customer needs internally and communicate feedback to product teams.

Skills

Customer facing experience

SaaS experience

FinTech

Customer-centric mindset

Problem solving

Technical aptitude

Team collaboration

Adaptability

Travel quarterly

Job description

Eltropy Inc. seeks a proactive Tier 2 Customer Success Manager for the Eastern U.S. region to manage a portfolio of 50 mid-size customers using our AI-powered SaaS platform for community financial institutions.

You will build tailored success plans, drive product adoption, retention, and expansion, and collaborate with Sales, Product, and Support teams. Travel quarterly for in-person customer meetings is required to strengthen relationships.