[Remote] Customer Success Manager, Tier 2 (South Central)

Note: The job is a remote job and is open to candidates in USA. Eltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager in the South Central U.S. region to manage a portfolio of 50 mid-size customers. The role involves fostering strong relationships, ensuring customer satisfaction, and driving revenue growth through effective customer success strategies.ResponsibilitiesServe as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationshipsConduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomesCultivate customers who will serve as positive references of Eltropy to prospectsAdvocate and drive customers’ product, technology, and service needs internally within EltropyDevelop and execute tailored success plans to support customers in achieving their goalsProactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategiesIdentify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or servicesCollaborate with the Sales team to close expansion opportunities and ensure seamless handoffsProgram-manage the onboarding process, ensuring a smooth and successful implementationDrive product adoption by providing training, resources, and best practicesAdvocate for customers internally by communicating their needs and challenges to cross-functional teamsCollect and relay customer feedback to influence product development and improve the customer experienceTrack and report on customer health, retention rates, and other key metricsMaintain accurate records of customer interactions and updates in [CRM/CS platform]Skills5+ years of customer facing experience (account management, customer success), ideally in SaaS and FinTechCustomer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challengesStrong analytical and problem-solving skills, with a proactive approach to identifying and addressing issuesComfortable working with technology and able to quickly learn new software and toolsData driven and unafraid to tackle big problemsAbility to work collaboratively across teams, including sales, product, and supportWillingness to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy teamTechnical curiosity and a quality mindset necessary in building customer trustAbility to cultivate customers who will serve as positive references of Eltropy to prospectsExperience in developing and executing tailored success plans to support customers in achieving their goalsExperience in identifying opportunities for expansion and upsell within the portfolioCompany OverviewEltropy is a Credit union and Community bank that offers voice, text messaging, secure chat, and video banking services. It was founded in 2013, and is headquartered in Santa Clara, California, USA, with a workforce of 51-200 employees. Its website is http://www.eltropy.com.Company H1B SponsorshipEltropy has a track record of offering H1B sponsorships, with 3 in 2025, 2 in 2024, 1 in 2023, 2 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.