This is a fully remote position, open to applicants in Illinois, +7 more states.

📋 Description

• Act as the main point of contact for a portfolio of 50 clients while fostering long-term relationships.

• Perform regular check-ins and Strategic Business Reviews.

• Nurture customers who can act as positive references for Eltropy.

• Advocate for clients' product, technology, and service requirements internally.

• Create and implement customized customer success plans.

• Recognize and address churn risks through data analysis, usage monitoring, and proactive intervention.

• Discover opportunities for expansion and upselling.

• Collaborate with the Sales team to finalize expansion opportunities and ensure smooth transitions.

• Oversee the onboarding and implementation process.

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

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

• Gather and communicate customer feedback to influence product development.

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

• Keep precise records of customer interactions in the CRM/CS platform.

⛳️ Requirements

• Extensive customer-facing experience in account management or customer success, ideally 5+ years.

• Preferably experience in the SaaS and FinTech sectors.

• Customer-focused mindset with the ability to comprehend client needs and challenges.

• Strong analytical and problem-solving abilities.

• Comfortable with technology and adept at quickly learning new software and tools.

• Data-driven mindset.

• Ability to work collaboratively with sales, product, and support teams.

• Capable of adapting in a fast-paced startup environment.

• Willingness to travel quarterly or as needed for in-person meetings with customers and the team.

🏝️ Benefits

• Quarterly (or as needed) travel to conduct in-person meetings with customers and the Eltropy team.