Customer Success Manager, Tier 2 (Central)

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager to manage a portfolio of 50 mid-size customers in the Central U.S. region. In this role, you will act as the primary point of contact for customers, ensuring they derive maximum value from Eltropy's AI communications platform while driving retention and growth.

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 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