[Remote] Customer Success Manager, Tier 2 (East Coast)

Note: The job is a remote job and is open to candidates in USA. Eltropy is seeking a proactive and results-driven Customer Success Manager to manage a portfolio of 50 mid-size customers. In this role, you will help Community Financial Institutions create a best-in-class experience through Eltropy's AI communications platform, ensuring customers derive maximum value from products and services 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]

Skills
• 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
• Ability to work collaboratively across teams, including sales, product, and support
• Thrive in a fast-paced, start-up environment where priorities can change rapidly
• Willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team

Company Overview
• Eltropy is a Credit union and Community bank that offers voice, text messaging, secure chat, and video banking services. It was founded in 2013, and is headquartered in Santa Clara, California, USA, with a workforce of 51-200 employees. Its website is http://www.eltropy.com.

Company H1B Sponsorship
• Eltropy has a track record of offering H1B sponsorships, with 3 in 2025, 2 in 2024, 1 in 2023, 2 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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