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Customer Success Manager, Tier 1 (West) at Eltropy Inc.. . Location: Portland, OR. Location: Northwest US, Remote (WA, OR). Compensation: $125,000 - $135,000 (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 outcomes.. . . Metrics and Reporting. . . 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.. . . What You Offer. . . 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.. . . About Eltropy. . Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement, and productivity. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.. . Eltropy Values. . . Customers are our North Star. . No Fear – Tell the truth. . Team of Owners. . . Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.. .