Customer Success Manager, Tier 2 (East)

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager (CSM) in the Eastern 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. As the primary point of contact, you will ensure that customers derive maximum value from 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 building strong, 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 of Eltropy to prospects; Advocate and drive customers' product, technology, and service needs internally within Eltropy; Develop and execute tailored success plans to support customers in achieving their goals; Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies; Identify opportunities for expansion and upsell 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, ensuring a smooth and successful implementation; Drive product adoption by providing training, resources, and best practices; Advocate for customers internally by communicating their needs and challenges to cross-functional teams; Collect and relay customer feedback to influence product development and improve the customer experience; Track and report on customer health, retention rates, and other key metrics; Maintain accurate records of customer interactions and updates in the CRM/CS platform

Requirements

Deep customer-facing experience (preferably 5+ years in account management or customer success), ideally in SaaS and FinTech; High EQ and calm confidence in helping customers overcome business challenges; Willingness and ability to travel to customer sites up to 25% for executive business reviews, strategic upsell discussions, issue mitigation, and long-term partnership building; Customer-centric mindset with a passion for helping customers succeed; Strong analytical and problem-solving skills with a proactive approach; Technical aptitude and ability to quickly learn new software and tools, data driven; 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 meetings with customers and the Eltropy team