Director, Customer Success

Find out more about this role by reading the information below, then apply to be considered. Location: Bay Area (Santa Clara) CA; Hybrid Reports To: Chief Customer Officer (CCO) Eltropy is the leading Digital Communications Platform for Community Financial Institutions (CFIs), powering secure, compliant, and modern engagement between CFIs and their members. As we continue to grow, we’re looking for a Director of Customer Success to lead and scale our high-performing team of Customer Success Managers (CSMs) focused on mid-market accounts. About the Role As Director of Customer Success, you will play a critical leadership role at Eltropy. You’ll directly manage a geographically dispersed team of 6–8 experienced and capable mid-market CSMs. While customer engagement will be part of your responsibility, your primary focus will be on scaling and evolving our approach to ensure our CFI customers achieve meaningful value and ROI from the Eltropy platform. This is a people-first leadership role with significant strategic impact. You’ll be accountable for team performance and key outcomes including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Customer Referenceability. Your job is to unlock performance, drive consistency, and build strong cross-functional alignmentto amplify customer value at scale. What You'll Do Lead, coach, and develop a team of mid-market Customer Success Managers to meet and exceed customer outcomes and revenue retention goals. Drive strategic planning and operational excellence across the Customer Success function to support scalability and repeatable value realization. Partner cross-functionally with Sales, Product, Engineering, and Support to improve the customer journey and influence roadmap decisions. Develop and refine metrics-driven processes that support proactive customer management, renewals, expansion, and advocacy. Serve as an escalation point and trusted advisor for high-impact customers, fostering long-term relationships and growth opportunities. Report on performance and insights to the CCO and other executive stakeholders, influencing strategy and investment decisions. What We’re Looking For Experienced Leader: Proven success managing and growing high-performing B2B Customer Success teams in a SaaS environment—ideally in mid-market or enterprise settings. SaaS Native: Deep understanding of SaaS dynamics, subscription models, and customer lifecycle strategies. Metrics-Driven Operator: Strong orientation toward KPIs, process optimization, and operational rigor. Strategic & Hands-On: Capable of high-level thinking while staying close to the work to unblock challenges and accelerate results. Cross-Functional Collaborator: Excellent relationship builder across Sales, Product, and Engineering to drive holistic customer outcomes. Customer-Obsessed: Expert in customer relationship management, advocacy, and problem-solving. Passionate about delivering value and earning trust. Builder & Scaler: Comfortable in high-growth, fast-paced environments. Brings a “been there, done that” perspective on how to scale Customer Success. Proven: Been there done that manager from a well-regarding Enterprise SaaS company with a relevant degree from a top college/university (MBA a plus) About Eltropy (www.eltropy.com) 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. CFIs (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.

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