Customer Success Manager, Tier 1; South

Location:

Central, US Remote (TX, UT, CO, NM, KS, OK, MO, AR, MS, LA)

Compensation: $145,000 - $175,000 (Total Cash Compensation)

The salary range above reflects our compensation bands adjusted for regional cost-of-living differences. Actual compensation will be determined based on the candidate's experience level, skills, and the specific location within our service region.

Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction.

• 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.

• Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or Fin Tech, with a proven track record supporting…