Customer Success Manager, Tier 2 (Central)

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager (CSM) in the Central U.S. region to manage a portfolio of 50 mid-size customers. In this role, you will help Community Financial Institutions (credit unions and community banks) create a best-in-class experience for their consumers through our industry leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies personal attributes – teamwork, empathy, technical curiosity, a quality mindset - necessary in building customer trust. In this role, you'll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction.

Responsibilities

Serve as the primary contact for a portfolio of 50 customers, fostering trust and long-term relationships; Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers achieve desired outcomes; Cultivate customers who will serve as positive references for Eltropy to prospects; Advocate and drive customers' product, technology, and service needs internally; Develop and execute tailored success plans; Proactively identify and mitigate churn risks through data analysis, usage tracking, and early intervention; Identify expansion and upsell opportunities by aligning customer needs with additional products or services; Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs; Program-manage the onboarding process to ensure smooth implementation; Drive product adoption by providing training, resources, and best practices; Communicate customer needs and challenges to cross-functional teams; Collect and relay customer feedback to influence product development; Track and report on customer health, retention rates, and other key metrics; Maintain accurate records of customer interactions and updates

Requirements

Deep customer-facing experience (preferably 5+ years in account management or customer success), ideally in SaaS and FinTech; High EQ and cool, calm confidence; Customer-centric mindset with the ability to understand customer needs and challenges; Strong analytical and problem-solving skills; Technical aptitude and ability to quickly learn new software and tools; Data-driven approach; Ability to collaborate across sales, product, and support teams; Adaptability in a fast-paced start-up environment; Willingness to travel quarterly (or as needed) for in-person customer meetings