Eltropy · 3 days ago
Customer Success Manager, Tier 1
Boston, MA
Full-time
Hybrid
Senior Level
5+ years expEltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager to manage a portfolio of roughly 20 high-impact financial institution customers. The role involves fostering deep relationships, developing success strategies, and driving customer retention and growth through Eltropy’s AI-powered communications platform.
Artificial Intelligence (AI)Financial ServicesSoftware
Responsibilities
Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships
Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy
Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community
Advocate and drive customers’ product, technology, and service needs internally within Eltropy
Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives
Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies
Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value
Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services
Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy
Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact
Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations
Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities
Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met
Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing
Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap
Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes
Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio
Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform
Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership
Qualification
Required
Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers
Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships
Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs
Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues
High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems
Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer's organization
Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help
Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly
Company
Eltropy
Eltropy is a Credit union and Community bank that offers voice, text messaging, secure chat, and video banking services.
51-200 employees
H1B Sponsorship
Eltropy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (1)
2022 (2)
2021 (2)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$25MKey Investors
K1 Investment Management
2021-06-16Series A· $25M
Leadership Team
Ashish Garg
Co-founder and CEO
Saahil Kamath
Head of Products (AI)
Recent News
2026-01-07
2026-01-05
2025-12-19
Company data provided by crunchbase