{"id":3118476,"url":"https://alion.io/job/eltropy-customer-success-manager-tier-2-central","title":"Customer Success Manager, Tier 2 (Central)","company":{"id":673287,"name":"Eltropy","domain":"eltropy.com","url":"https://alion.io/company/eltropy","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":8,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":65,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Philadelphia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Human-in-the-Loop","optional":false},{"name":"LLM Guardrails","optional":false}],"status":"live","first_seen_at":"2026-10-22T19:35:11Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-04T17:55:34Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Location: Central, US Remote (MI, IL, IN, OH, PA, MN, IA, NE) \nCompensation: $120,000 - $150,000 (Total Cash Compensation)\nThe salary range above reflects our compensation bands adjusted for regional cost-of-living differences. Actual compensation will be determined based on the candidate's experience level, skills, and the specific location within our service region.\nEltropy is seeking a proactive and results-driven Tier 2 Customer Success Manager (CSM) in the Central U.S. region to manage a portfolio of 50 mid-size customers. \nIn this role, you will help Community Financial Institutions (credit unions and community banks) create a best-in-class experience for their consumers through our industry leading AI communications platform. In addition to SaaS expertise, the ideal candidate embodies personal attributes - teamwork, empathy, technical curiosity, a quality mindset - necessary in building customer trust. \nIn this role, you’ll act as the primary point of contact, ensuring that our customers derive maximum value from our products and services while driving retention, growth, and overall satisfaction.\nRole & Responsibilities:\nCustomer Relationship Management:\nServe as the primary contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationships.\nConduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.\nReferenceable customers\nCultivate customers who will serve as positive references of Eltropy to prospects\nAdvocate and drive customers’ product, technology, and service needs internally within Eltropy.\nCustomer Success Strategy:\nDevelop and execute tailored success plans to support customers in achieving their goals.\nProactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.\nRevenue Growth:\nIdentify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.\nCollaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.\nOnboarding and Adoption:\nProgram-manage the onboarding process, ensuring a smooth and successful implementation.\nDrive product adoption by providing training, resources, and best practices.\nAdvocacy and Feedback:\nAdvocate for customers internally by communicating their needs and challenges to cross-functional teams.\nCollect and relay customer feedback to influence product development and improve the customer experience.\nMetrics and Reporting:\nTrack and report on customer health, retention rates, and other key metrics.\nMaintain accurate records of customer interactions and updates in [CRM/CS platform].\nWhat You Offer:\nYou 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\nCustomer-Centric Mindset: A passion for helping customers succeed and the ability to understand their needs and challenges.\nProblem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.\nTechnical Aptitude: Comfortable working with technology and able to quickly learn new software and tools. You are data driven and unafraid to tackle big problems\nTeam 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\nAdaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly.\nYou are willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team.\nAbout Eltropy \n\nEltropy is the Agentic AI Platform for Credit Unions and Community Banks. We bring humans and AI together to serve communities better. From answering a question to resolving a request, AI agents handle the routine tasks working alongside your team that provides the human touch. Built-in Safe AI guardrails and a human-in-the-loop approach ensure AI operates within policy and people remain in control. More than 750 financial institutions trust Eltropy to drive growth, experience, efficiency, and compliance. Visit Eltropy.com to learn more.\nEltropy Values\nCustomers are our North Star\nNo Fear - Tell the truth\nTeam of Owners\nEltropy is an equal opportunity employer. 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