Customer Success Manager, Tier 1

This is a fully remote position, open to applicants in Colorado, +8 more states.

📋 Description

• Act as a reliable strategic advisor and the primary point of contact for approximately 20 Tier-1 accounts.

• Perform regular check-ins and conduct executive/strategic business reviews.

• Foster relationships with referenceable customer advocates.

• Represent customers’ product, technology, and service needs within the organization.

• Create and implement customized, multi-year customer success strategies.

• Recognize and address churn risks through data analysis, health scoring, usage tracking, and proactive intervention.

• Collaborate with customers on best practices, change management, roadmap alignment, adoption, and value realization.

• Spot expansion and upsell opportunities and work alongside Sales on account strategies.

• Assist in commercial discussions with value narratives, use cases, and success metrics.

• Oversee complex Tier-1 onboarding projects and implementations.

• Promote product adoption using training, enablement resources, and best practices.

• Coordinate with customer project teams and Eltropy implementation resources regarding timelines, milestones, and success criteria.

• Relay customer needs and feedback to Product, Engineering, Support, and Marketing teams.

• Discover and cultivate customer stories, case studies, and speaking engagements.

• Monitor and report on customer health, retention, expansion, and other critical metrics.

• Ensure accurate records in CRM/customer success platforms.

• Update stakeholders and leadership on account status, risks, and growth opportunities.

⛳️ Requirements

• 5+ years of experience in customer-facing roles, specifically in account management or customer success.

• Preferably experienced in B2B SaaS and/or FinTech sectors.

• Demonstrated success in supporting complex, Tier-1 or enterprise-level clients.

• Willingness and capability to travel to customer locations up to 25% of the time.

• Customer-focused mindset with the ability to grasp business, technical, and operational requirements.

• Strong analytical capabilities and problem-solving aptitude.

• High level of technical proficiency and quick learning ability for new software and tools.

• Outstanding communication skills and executive presence.

• Capacity to influence and build trust at all levels within a customer’s organization.

• Ability to work collaboratively across sales, product, support, implementation, and leadership teams.

• Adaptability and resilience in a dynamic startup environment.

🏝️ Benefits

• Total cash compensation range of $145,000–$175,000.

• Remote work opportunities available within the South Central US region.

• Chance to travel to customer sites up to 25%.