Customer Success Manager, Tier 2 (Central)

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) in the Midwest or Central U.S. region to manage a portfolio of 50 mid-size customers. In this role, you will help Community Financial Institutions create a best-in-class experience for their consumers through our industry leading AI communications platform.

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 are achieving their 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 within the portfolio 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 [CRM/CS platform]

Requirements:

• 5+ years of customer facing experience (account management, customer success), ideally in SaaS and FinTech
• Deep curiosity and willingness to explore and learn all aspects of customers' businesses and Eltropy's and partners' products
• High EQ and cool, calm confidence to help customers identify and overcome business challenges
• Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues
• Comfortable working with technology and able to quickly learn new software and tools
• Data driven and unafraid to tackle big problems
• Ability to work collaboratively across teams, including sales, product, and support
• Willingness to travel quarterly (or as needed) to conduct in-person meetings with customers and with the rest of the Eltropy team
• Experience in Community Financial Institutions (credit unions and community banks)
• Experience with AI communications platforms