Location: Northwest US, Remote (WA, OR)
Compensation: $125,000 - $135,000 (Base)
Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction.
Role & ResponsibilitiesTier-1 Relationship Management
- Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships.
- Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy.
- Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community.
- Advocate and drive customers' product, technology, and service needs internally within Eltropy.
Customer Success Strategy
- Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives.
- Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies.
- Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value.
Revenue Growth
- Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services.
- Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy.
- Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.
Onboarding and Adoption
- Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations.
- Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities.
- Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met.
Advocacy and Feedback
- Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing.
- Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy's roadmap.
- Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.
Metrics and Reporting
- Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.
- Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.
- Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.
What You Offer- Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers.
- Willingness and ability to travel to customer sites-up to 25%-for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships.
- Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.
- High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems.
- Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer's organization.
- Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help.
- Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly.
