Customer Success Manager, Tier 1

6 days ago

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Eltropy

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Artificial Intelligence • Finance • Fintech

Eltropy is a company that provides a unified communications platform powered by artificial intelligence. The company specializes in transforming member and customer experiences for credit unions and community banks, offering solutions that integrate seamlessly into workflows across various departments such as lending, collections, and contact centers. Eltropy's platform includes features like secure chat, video banking, text messaging, and AI agents, all aimed at improving communication and operational efficiency. With a strong focus on compliance and security, Eltropy helps financial institutions reduce fraud and optimize performance through innovative digital interactions.

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

💸 Finance

💳 Fintech

💰 Venture Round on 2021-06

📋 Description

• 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. • 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 (preferably 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. • Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships. • 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.