Customer Success Manager

October 22

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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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

• Customer Relationship Management: 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

• You have deep (preferably 5+ years) of customer facing experience (account management, customer success), ideally in SaaS and FinTech • You’re deeply curious, willing to explore and learn all aspects of our customers’ businesses, and Eltropy’s and our partners’ products. • You bring a high EQ and a cool, calm confidence to help customers identify and overcome business challenges • Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges. • Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues. • Technical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. • You are data driven and unafraid to tackle big problems • Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. • You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help • Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly. • You are willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.