Customer Success Manager, Tier 1 (Central)

Location: Central, USA - Remote
Compensation: $125,000 - $140,000 (Base)

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.

Role & Responsibilities

Tier-1 Relationship Management

• 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.

Customer Success Strategy

• 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.

Revenue Growth

• 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.

Onboarding and Adoption

• 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.

Advocacy and Feedback

• 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.

Metrics and Reporting

• 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.

What You Offer

• Deep (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 sof