Customer Success Manager

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) in the Northeast or Midwest U.S. region to manage a portfolio of 50 mid‑size customers. In this role, you will help community financial institutions (credit unions and community banks) create a best‑in‑class experience for their consumers through our industry‑leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies teamwork, empathy, technical curiosity, and a quality mindset that are necessary for building customer trust.

You will act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction.

• 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 churn risks 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 the CS platform.

• Deep (preferably 5+ years) customer-facing experience in account management or customer success, ideally in SaaS and Fin Tech.
• Customer‑centric mindset: a passion for helping customers succeed and an 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; data‑driven and unafraid of tackling big problems.
• Team collaboration: ability to work collaboratively across teams, including sales, product, and support; a team player who is willing to roll up sleeves and help.
• Adaptability: thrive in a fast‑paced, start‑up environment where priorities can change rapidly.
• Willingness to travel quarterly (or as needed) to meet customers and the Eltropy team in person.

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to engage digitally in a secure and compliant way. Using our world‑class digital communications platform, community financial institutions can improve operations, engagement, and productivity. CFIs (community banks and credit unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co‑browsing, screen sharing, and chatbot technology—all integrated in a single platform bolstered by AI, skill‑based routing and other contact center capabilities.

• Customers are our North Star.
• No Fear – Tell the truth.
• Team of Owners.

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.