Customer Success Manager, Tier 2 (South Central)

Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager in the South Central U.S. region to manage a portfolio of 50 mid-size customers. The role involves fostering strong relationships, ensuring customer satisfaction, and driving revenue growth through effective customer success strategies.

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
• 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
• Technical curiosity and a quality mindset necessary in building customer trust
• Ability to cultivate customers who will serve as positive references of Eltropy to prospects
• Experience in developing and executing tailored success plans to support customers in achieving their goals
• Experience in identifying opportunities for expansion and upsell within the portfolio