Customer Success Manager

About the role

Location: US, Remote (West Coast preferred)

Compensation

$90,000-$135,000 (OTE)

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.

Overview

Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) to manage a portfolio of high-growth potential credit unions and community banks.

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. Working with our high-growth potential segment, you'll develop core CSM skills while building meaningful partnerships with growing institutions. In addition to SaaS expertise, the ideal candidate embodies personal attributes - teamwork, empathy, technical curiosity, a quality mindset - necessary in building customer trust.

In this role, you'll 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.

Role & Responsibilities

Customer Relationship Management

• Serve as the primary contact for a portfolio of 40-60 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.

Onboarding and Adoption

• Program-manage the onboarding process, ensuring a smooth and successful implementation.
• Drive product adoption by providing training, resources, and best practices.

Customer Success Strategy

• 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.

Revenue Growth

• 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.

Referenceable Customers

• Cultivate customers who will serve as positive references of Eltropy to prospects
• Advocate and drive customers' product, technology, and service needs internally within Eltropy.

Advocacy and Feedback

• 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.

Metrics and Reporting

• Track and report on customer health, retention rates, and other key metrics.
• Maintain accurate records of customer interactions and updates in CRM/CS platform.

What You Offer

• Experience: 2+ years of customer-facing experience in account management, customer success, or equivalent role. SaaS and FinTech experience a plus. You're deeply curious, willing to explore and learn all aspects of our customers' businesses, and Eltropy's and our partners' products.
• 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: Proven experience 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.
• Travel: Willing to travel up to 25% to conduct in-person meetings with customers, and with the rest of the Eltropy team.
• Credit Union of Banking Experience a big plus: Understanding typical Collections, Lending, Contact Center and Marketing use cases. Familiarity with banking tools such as Symitar, Temenos, Meridian Link, Origence, Banno, Q2, Alkami, etc.

Eltropy Values

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