Customer Success Manager

February 14

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Eltropy

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Eltropy is a company that provides a unified communications platform powered by artificial intelligence. The company specializes in transforming member and customer experiences for credit unions and community banks, offering solutions that integrate seamlessly into workflows across various departments such as lending, collections, and contact centers. Eltropy's platform includes features like secure chat, video banking, text messaging, and AI agents, all aimed at improving communication and operational efficiency. With a strong focus on compliance and security, Eltropy helps financial institutions reduce fraud and optimize performance through innovative digital interactions.

Enterprise Content marketing • Omnichannel • Content Automation • Conversational Commerce • Real-time Tracking

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

💸 Finance

💳 Fintech

💰 Venture Round on 2021-06

📋 Description

• We’re seeking a proactive and results-driven Customer Success Manager (CSM) in the Southeast to manage a portfolio of Enterprise customers. • In this role, you will help Community Financial Institutions (credit unions and community banks) create a best-in-class experience for their members through our industry leading AI communications platform. • In this role, you’ll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction. • Customer Relationship Management: Serve as the primary contact for a portfolio of customers, fostering trust and building strong, long-term relationships. • Conduct regular customer management activities including Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes. • Cultivate customers who will serve as positive references of Eltropy to prospects. • Develop and execute tailored success plans to support customers in achieving their goals. • Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services. • Program-manage the onboarding process, ensuring a smooth and successful implementation. • Advocate for customers internally by communicating their needs and challenges to cross-functional teams. • Track and report on customer health, retention rates, and other key metrics.

🎯 Requirements

• You have deep (preferably 5+ years) of customer facing experience (account management, customer success), 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. • Customer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges. • Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues. • Technical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. You are data driven and unafraid to tackle big problems. • Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. You’re fundamentally a team player, always willing to roll up your sleeves, jump in and help. • Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly. You are willing to travel monthly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.