Customer Success Manager, Tier 1 (West)

Role & Responsibilities:

• Serve as the trusted strategic advisor and single point of contact for approximately 20 Tier-1 accounts.
• Conduct regular check-ins and executive business reviews to ensure customers achieve desired outcomes and ROI.
• Advocate for customer needs internally across Product, Engineering, Support, and Marketing.

Customer Success Strategy:

• Develop and execute tailored, multi-year success plans aligned with customer business goals.
• Proactively identify churn risks through data analysis, health scoring, and early intervention.
• Drive product adoption by providing training, enablement resources, and best practices.

Revenue Growth:

• Identify expansion and upsell opportunities by aligning customer needs with additional products.
• Collaborate with Sales on account planning and to close expansion opportunities.
• Support commercial conversations with value narratives, use cases, and success metrics.

About Eltropy:

• Eltropy is on a mission to disrupt the way people access financial services with a secure, compliant digital communications platform.
• We are a startup culture that values transparency, ownership, and customer-centricity.