Customer Success Manager, Tier 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio comprising 40–60 credit unions and community banks that exhibit high growth potential.

• Act as the main point of contact for customers, fostering long-term relationships.

• Conduct regular check-ins and Strategic Business Reviews.

• Manage customer onboarding processes and ensure successful implementation.

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

• Create and implement customized customer success plans.

• Identify and address churn risks using data analysis, usage monitoring, and proactive measures.

• Spot opportunities for expansion and upselling, collaborating with the Sales team to secure these deals.

• Develop referenceable customers for Eltropy.

• Advocate for customer needs regarding products, technology, and services within the organization.

• Communicate customer challenges and requirements to cross-functional teams.

• Gather and convey customer feedback to inform product development.

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

• Keep accurate customer interaction records and update information in CRM/CS platforms.

⛳️ Requirements

• A minimum of 2 years in a customer-facing role such as account management, customer success, or a similar position.

• Experience in SaaS and FinTech is advantageous.

• Customer-focused mindset with a genuine passion for facilitating customer success.

• Strong analytical and problem-solving capabilities.

• Demonstrated ability to work with technology and swiftly learn new software and tools.

• Data-driven mindset with a readiness to tackle significant challenges.

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

• Capacity to thrive in a dynamic, startup environment where priorities can shift quickly.

• Willingness to travel up to 25% for in-person meetings with customers and team members.

• Experience in credit unions or banking is a significant advantage.

• Familiarity with common use cases related to Collections, Lending, Contact Center, and Marketing is beneficial.

• Knowledge of banking tools such as Symitar, Temenos, Meridian Link, Origence, Banno, Q2, or Alkami is a plus.

🏝️ Benefits

• Equal opportunity employer.

• Remote work arrangement available.

• Opportunity to engage with Eltropy's AI communications platform.

• Chance to establish meaningful partnerships with growing credit unions and community banks.