Customer Success Manager, Tier 1 (South Central)

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.

Responsibilities

Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts; Conduct regular check-ins and executive/strategic business reviews to ensure customers achieve desired outcomes and ROI; Cultivate referenceable customers who serve as advocates of Eltropy; Advocate and drive customers' product, technology, and service needs internally; Develop and execute tailored, multi-year success plans; Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention; Partner with customers on best practices, change management, and roadmap alignment; Identify expansion and upsell opportunities within the portfolio; Collaborate with the Sales team on account planning and expansion opportunities; Support commercial conversations with value narratives, use cases, and success metrics; Program-manage complex Tier-1 onboarding projects; Drive product adoption through training, enablement resources, and best practices; Partner with customer project teams and Eltropy implementation resources to meet timelines and milestones; Communicate customer needs, challenges, and priorities to cross-functional teams; Collect, synthesize, and relay customer feedback to influence product development; Help identify and nurture customer stories, case studies, and speaking opportunities; Track and report on customer health, retention, expansion, and other key metrics; Maintain accurate 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

Requirements

Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech; Proven track record supporting complex, Tier-1 or enterprise-level customers; Willingness and ability to travel to customer sites (up to 25%); Customer-centric mindset with a passion for helping customers succeed; Strong analytical and problem-solving skills; High technical aptitude and ability to quickly learn new software and tools; Data-driven and comfortable with complex, ambiguous problems; Exceptional communication and executive presence; Highly collaborative team player; Adaptability and resilience in a fast-paced, start-up environment