Customer Success Manager
Eltropy
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 per year
Job Level
Mid-LevelSenior
About the role
- 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].
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 quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisusage trackingcustomer successaccount managementSaaSFinTechproduct adoptionrisk mitigationexpansion opportunitiescustomer health tracking
Soft skills
customer-centric mindsetproblem-solvinghigh emotional intelligenceteam collaborationadaptabilitycommunicationrelationship buildingproactive approachcuriositycalm confidence