This is a fully remote position, open to applicants in District of Columbia, +10 more states.

📋 Description

• Oversee a portfolio of 50 mid-sized clients, serving as their main point of contact.

• Build trust and establish robust, long-lasting relationships with customers.

• Conduct regular follow-ups and Strategic Business Reviews.

• Develop customers that can serve as references.

• Represent customer product, technology, and service requirements internally.

• Create and implement customized customer success strategies.

• Analyze data, track usage, and intervene early to identify and reduce churn risks.

• Spot opportunities for expansion and upselling.

• Work alongside Sales to finalize expansion opportunities and ensure smooth transitions.

• Manage the onboarding and implementation processes for customers.

• Promote product adoption through training, resources, and best practices.

• Convey customer needs and challenges to cross-functional teams.

• Gather and communicate feedback to impact product development.

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

• Keep detailed records of customer interactions in the CRM/customer success platform.

⛳️ Requirements

• Significant experience in customer-facing roles, especially in account management or customer success; ideally 5+ years.

• Preferably experienced in SaaS and FinTech sectors.

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

• Customer-focused mindset.

• Excellent analytical and problem-solving abilities.

• Proactive in recognizing and addressing issues.

• Comfortable with technology and quick to adapt to new software and tools.

• Data-driven mindset.

• Ability to collaborate effectively with sales, product, and support teams.

• Capability to excel in a fast-paced startup environment.

• Willingness to travel quarterly or as required for face-to-face meetings with customers and team members.

🏝️ Benefits

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

• Quarterly or as-needed in-person meetings with customers and the Eltropy team.

• Commitment to equal opportunity employment.