Customer Success Manager, Tier 1 (South Central)

Location: South Central, US Remote Compensation: $140,000 Base Eltropy is seeking a strategic and results\-oriented Tier\-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high\-impact financial institution customers, including top\-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry\-leading AI\-powered communications platform while driving retention, growth, and overall satisfaction. **Role \& Responsibilities** Tier\-1 Relationship Management * 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. Customer Success Strategy * 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. Revenue Growth * 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. Onboarding and Adoption * 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. Advocacy and Feedback * 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 outcome