Regional Manager, Customer Success (West)

Eltropy is on a mission to disrupt the way people access financial services. The Regional Manager, Customer Success will lead a team of Customer Success Managers in the Western USA, focusing on regional performance and team development while engaging directly with customers.

Responsibilities:

• A team of 5–8 Customer Success Managers covering the Western part of USA
• Regional performance: renewal rate, NRR, product adoption, and customer health
• Account strategy, pipeline reviews, QBR prep, and weekly 1:1s
• Hiring, onboarding, and ongoing skill development
• On-site customer engagement when your team needs you in the room
• Cross-functional alignment with Sales, Support, Product, and Services
• You will team up with the Onboarding Management team to ensure successful and on time delivery of new and expansion projects

Requirements:

• 3–5 years of experience leading a team of CSMs in B2B SaaS
• The ability — and willingness — to dive deep into customer situations yourself
• A coaching instinct: you develop people, not just manage them
• Strong CS operations fundamentals: forecasting, health scoring, renewal workflows
• Executive-level communication: you turn a complex portfolio into a crisp story for leadership
• Comfort traveling within the West to be present where it matters