Customer Success Manager, Tier 1

Eltropy

. Manage a portfolio of roughly 20 Tier-1 financial institution customers, including credit unions and community banks .

Posted 11/1/2026full-timeRemote • United StatesMid-LevelSenior💰 $145,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Tier-1 financial institution accounts, developing customer success plans, and driving product adoption through effective communication and collaboration across teams. Proven ability to analyze data for churn mitigation and identify upsell opportunities within a B2B SaaS and FinTech context.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementData AnalysisB2B SaaS ExperienceStakeholder Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health TrackingChurn Risk MitigationOnboarding Project ManagementTechnical AptitudeUsage Tracking

Soft Skills

Exceptional CommunicationProblem-SolvingAdaptabilityCustomer-Centric MindsetExecutive Presence

Tools & Technologies

CRM SoftwareCS Platforms

Industry Keywords

FinTechTier-1 CustomersChange ManagementBusiness ReviewsUpsell Opportunities

About the role

Key responsibilities & impact

Manage a portfolio of roughly 20 Tier-1 financial institution customers, including credit unions and community banks
Serve as trusted strategic advisor and single point of contact for Tier-1 accounts
Conduct regular check-ins and executive/strategic business reviews
Develop and execute tailored, multi-year customer success plans
Identify and mitigate churn risks through data analysis, health scoring, usage tracking, and early intervention
Partner with customers on best practices, change management, roadmap alignment, adoption, and value realization
Identify expansion and upsell opportunities and collaborate with Sales on account planning
Program-manage complex Tier-1 onboarding and implementation projects
Provide training, enablement resources, and best practices to drive product adoption
Advocate for customer needs with Product, Engineering, Support, and Marketing
Collect and relay customer feedback to influence product development and roadmap
Nurture customer stories, case studies, and speaking opportunities
Track and report customer health, retention, expansion, and other key metrics
Maintain accurate CRM/CS platform records and communicate account status, risks, and growth opportunities to leadership

Requirements

What you’ll need

5+ years of customer-facing experience in account management or customer success, ideally in B2B SaaS and/or FinTech
Proven track record supporting complex, Tier-1 or enterprise-level customers
Willingness and ability to travel to customer sites up to 25%
Customer-centric mindset and ability to understand business, technical, and operational needs
Strong analytical and problem-solving skills
High technical aptitude and ability to quickly learn new software and tools
Exceptional communication and executive presence
Ability to collaborate effectively across sales, product, support, implementation, and leadership teams
Adaptability and resilience in a fast-paced startup environment