Regional Manager, Customer Success (West)
About The Position
Regional Manager, Customer Success — West USA. We're looking for a leader who can coach from the front — and show up in person when it counts. This is a player-coach role to start. You'll carry accounts alongside your team, be present for high-stakes executive conversations and escalations across the West, and develop your CSMs through proximity - not distance. Over the next year, you'll transition into a full coaching and strategic leadership capacity. This role requires travel to customer sites across the West region as needed to support your team. 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.
Requirements
- 3–5 years of experience leading a team of CSMs in B2B SaaS
- The ability — and willingness — to dive deep into customer situations yourself
- A coaching instinct: you develop people, not just manage them
- Strong CS operations fundamentals: forecasting, health scoring, renewal workflows
- Executive-level communication: you turn a complex portfolio into a crisp story for leadership
- Comfort traveling within the West to be present where it matters
Responsibilities
- A team of 5–8 Customer Success Managers covering the Western part of USA
- Regional performance: renewal rate, NRR, product adoption, and customer health
- Account strategy, pipeline reviews, QBR prep, and weekly 1:1s
- Hiring, onboarding, and ongoing skill development
- On-site customer engagement when your team needs you in the room
- Cross-functional alignment with Sales, Support, Product, and Services
- You will team up with the Onboarding Management team to ensure successful and on time delivery of new and expansion projects
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
