Customer Success Manager (Northeast)

About Eltropy

Eltropy provides AI-powered digital communications software-as-a-service (SaaS) to financial institutions. We’ve bootstrapped our way up to 300 customers in 30 months, with 250% year-on-year growth. We recently raised $25M for our Series A, and now have over $10B in growth capital backing us.

As a Customer Success Manager, you will help credit unions, community banks and mortgage lenders improve the experience they provide and realize an outstanding return on their Eltropy investment. Personal strengths required for this role include teamwork, empathy, technical curiosity, a quality mindset, and relationship-building throughout a customer’s organization.

ABOUT YOU

• You have at least three years of customer facing experience (account management, customer success, consulting), ideally in SaaS and fintech
• You're deeply curious, willing to explore and learn all aspects of our customers’ businesses, and Eltropy’s and our partners’ products
• You bring a high EQ and a cool, calm confidence to help customers identify and overcome business challenges
• You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help
• You’re proactive, always anticipating what the customer and their members or clients need
• You tolerate zero defects, caring that everything you implement and communicate is flawless
• You’re willing to travel monthly to conduct in-person meetings with customers, and with the rest of the Eltropy team (in compliance with health protocols)

RESPONSIBILITIES:

• Customer ROI: Ensure that decision-making C-level executives at Eltropy’s customers realize their required return on investment with Eltropy
• Referenceable customers: Cultivate customers who will serve as positive references of Eltropy to prospects. Drive customers’ product-, technology- and service needs internally within Eltropy.
• Expansion, retention and upsell: Keep customers, increase their spend with Eltropy by expanding usage throughout their organization, and prevent contraction
• Adoption and engagement: Drive usage by customers’ employees
• Build and maintain executive relationships
• Conduct regular meetings with all decision-making C-level executives at each customer