Customer Success Manager, Tier 1 (West)

Eltropy provides an AI-powered digital communications platform for community financial institutions. The Tier-1 Customer Success Manager will manage a portfolio of approximately 20 strategic financial institution customers, driving retention, growth, adoption, and customer satisfaction through relationship management, success planning, onboarding, advocacy, and performance reporting.

Responsibilities:

• Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships
• Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy
• Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community
• Advocate and drive customers’ product, technology, and service needs internally within Eltropy
• Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives
• Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies
• Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value
• Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services
• Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy
• Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact
• Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations
• Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities
• Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met
• Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing
• Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap
• Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes
• Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio
• Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform
• Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership

Requirements:

• Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers
• Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues
• High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems
• Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer's organization
• Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help
• Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly
• ideally in B2B SaaS and/or FinTech