Eltropy

Customer Success Manager

• 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.
• 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.

Customer Success Manager, Tier 1

Account Manager

• Drive expansion revenue within the assigned territory by consistently meeting or exceeding sales quotas.
• Manage the territory through strategic account planning and maintaining a robust pipeline of qualified upsell and cross-sell opportunities.
• Cultivate and enhance executive-level relationships to identify and advance opportunities.
• Ensure customer success by collaborating cross-functionally with Eltropy teams for smooth implementation.
• Develop deep industry expertise in financial services, monitor market trends, and strengthen Eltropy's market position through thought leadership and industry event presence.
• Advance deals through the full sales cycle, from discovery to close, and negotiate complex contracts with multiple stakeholders.

Implementation Specialist

• Assist with onboarding new customers onto the Eltropy platform
• Support creation, configuration, and testing of SaaS instances and communication flows
• Coordinate tasks, schedules, and meetings to help ensure timely go-lives with quality
• Troubleshoot implementation issues in collaboration with technical teams
• Gain hands-on experience with integrations to financial services systems
• Advocate for customer needs internally during implementation

Implementation Manager

• Customer Relationship Management: Serve as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationships.
• Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.
• Cultivate customers who will serve as positive references of Eltropy to prospects
• Advocate and drive customers’ product, technology, and service needs internally within Eltropy.
• Develop and execute tailored success plans to support customers in achieving their goals.
• Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.
• Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.
• Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.
• Program-manage the onboarding process, ensuring a smooth and successful implementation.
• Drive product adoption by providing training, resources, and best practices.
• Advocate for customers internally by communicating their needs and challenges to cross-functional teams.
• Collect and relay customer feedback to influence product development and improve the customer experience.
• Track and report on customer health, retention rates, and other key metrics. Maintain accurate records of customer interactions and updates in [CRM/CS platform].

Account Executive

• Target and sell to top credit unions across the United States.
• Manage your territory by prospecting new accounts, developing strategic account plans, and maintaining a robust pipeline of qualified opportunities.
• Expand existing relationships to drive upsell and cross-sell opportunities.
• Advance deals through the full sales cycle, from discovery to close, and negotiate complex contracts with multiple stakeholders.
• Collaborate cross-functionally with Eltropy teams to ensure customer success and smooth implementation.
• Consistently meet or exceed sales quotas, delivering measurable results.
• Develop deep industry expertise in financial services and cultivate strong, lasting relationships with key decision-makers.
• Monitor market trends and competitor activity to identify opportunities and strengthen positioning.
• Represent Eltropy at industry events and through thought leadership to expand professional networks.

Account Executive – Mid-Market

Security Engineer

• Establish and lead Eltropy’s IT and Cybersecurity function.
• Drive security maturity across the organization.
• Oversee endpoint management, asset inventory, and identity and access management (IAM).
• Define and manage the budget for all security and IT tools, services, and human capital.
• Implement centralized visibility and control across systems and SaaS applications.
• Lead threat detection, vulnerability management, and incident response operations.
• Implement and maintain a Cloud Security Posture Management (CSPM) solution.
• Conduct regular penetration testing, track remediation, and drive security awareness programs.
• Partner with external GRC consultants to design and operationalize Eltropy’s information security and compliance framework.
• Manage the Third-Party Risk Management (TPRM) program.

Director of Information and Data Security

Attorney

• Draft, review and negotiate a high volume of commercial agreements, primarily complex SaaS MSAs with sophisticated financial institution customers.
• Manage and negotiate vendor, partnership, and technology licensing agreements.
• Engage directly with internal stakeholders and customers to negotiate commercial terms, data protection agreements, information security addenda, and AI usage provisions.
• Own legal playbooks, fallback positions, and clause libraries, delivering actionable guidance that improves deal velocity and protects margin while maintaining compliance.
• Serve as primary legal advisor to Product and Engineering throughout the product development lifecycle; provide guidance on compliance with relevant laws and regulations.
• Counsel on Telecommunications (TCPA, CAN-SPAM, CTIA), Data Privacy & Security (CCPA/CPRA, GLBA), and Financial Services compliance issues.
• Counsel AI product teams on data usage; develop and implement scalable policies, procedures, and guardrails to ensure compliant-by-design features; provide executive leadership of the AI program and chair/co-chair AI governance forum.
• Advise on corporate governance, employment law (with HR), intellectual property, equity management; manage corporate records and assist with financing or M&A activities.
• Select and manage outside counsel to provide scalable, cost-effective support.
• Lead, mentor, and scale a team of legal professionals; act as primary escalation point for non-standard commercial terms, data privacy, information security, and regulatory matters.

Director of Legal

• Generate new business and expand existing accounts within Texas and U.S. East Coast region
• Manage executive-level relationships and build long-term, profitable customer relationships
• Sell into top credit unions and community banks in the United States
• Drive growth opportunities within top-tier enterprise accounts to set the stage for expansion
• Create a robust pipeline of opportunities and nurture leads from the BDR team
• Efficiently advance opportunities through the sales cycle and meet/exceed sales quota
• Collaborate with other Eltropy departments to help customers succeed
• Leverage negotiation skills to secure large contracts involving multiple stakeholders
• Develop expertise in digital transformation and customer experience
• Travel up to 50% each quarter for in-person engagement