Eltropy Inc.

Role Description We're looking for an Engineering Manager who thrives at the intersection of leadership, distributed systems, and real-time communications. You'll lead a team of talented engineers responsible for building and scaling our next-generation Unified Telephony Platform that seamlessly connects Office Phone and Contact Center (CCaaS) capabilities into a single, cloud-native communications layer. In this role, you won't just oversee execution—you'll remain deeply involved in architecture, technical design, and code reviews while guiding the team through complex telephony challenges. You'll help build systems that power: - SIP-based calling - IP PBX functionality - Carrier integrations - Intelligent call routing - Voicemail - Presence - AI-powered communications experiences The platform you help shape will be foundational to how financial institutions communicate with customers across voice channels. You'll work closely with Product, Infrastructure, and AI teams to deliver highly available, scalable, and reliable communication services that handle millions of interactions while maintaining exceptional call quality and uptime. As part of our AI-augmented engineering culture, you'll leverage modern AI tools to improve software development productivity, automate testing, accelerate delivery, and enhance system reliability. Qualifications - 10+ years of software development experience, including at least 2+ years in a hands-on engineering leadership role. - Proven experience building and scaling cloud-based telephony, UCaaS, CCaaS, or communications platforms. - Experience leading teams responsible for highly available, distributed systems operating at scale. - Product company experience strongly preferred. - Strong understanding of SIP, VoIP, RTP, WebRTC, PSTN, SIP trunking, and carrier integrations. - Experience with IP PBX platforms, contact center technologies, call routing systems, IVRs, queues, and telephony infrastructure. - Familiarity with telephony compliance requirements, call recording, security, and telecom regulations. - Understanding of call quality monitoring, latency management, and communication system observability. - Expertise designing scalable distributed systems, microservices architectures, event-driven systems, observability frameworks, and CI/CD pipelines. - Strong proficiency in Golang and experience leading backend engineering teams. - Experience building real-time communication systems and cloud-native architectures. - Familiarity with technologies such as FreeSWITCH, Asterisk, Kamailio, OpenSIPS, Twilio, Amazon Connect, Genesys, or similar telephony platforms is highly desirable. - Proven use of AI-assisted engineering tools such as GitHub Copilot, Cursor, Windsurf, or similar productivity platforms. - Experience integrating AI-powered voice solutions, conversational AI, speech analytics, or intelligent automation is a strong plus. - Practical experience with Python is beneficial. - Ability to thrive in ambiguity and convert evolving business needs into clear engineering plans. - Strong customer-first mindset with a focus on business impact and operational excellence. - Decisive, action-oriented leadership style with a track record of delivering in fast-paced environments. - Excellent communication skills with the ability to bridge technical and non-technical stakeholders. - Passion for building and mentoring high-performing engineering teams. - Experience fostering a culture of accountability, experimentation, continuous improvement, and technical excellence. Requirements - Lead by Example: Remain hands-on with system design, architecture reviews, technical decision-making, and code reviews while guiding the team toward engineering excellence. - Own the Telephony Platform: Architect, build, and scale core telephony services including SIP signaling, media handling, IP PBX capabilities, call routing, extension dialing, voicemail, presence, and contact center integrations. - Build Highly Available Communication Systems: Design and operate carrier-grade systems with a focus on call quality, uptime, latency, reliability, and fault tolerance. - Drive Telephony Architecture: Partner closely with Product and Infrastructure teams to evolve the Unified Telephony Platform, including carrier integrations, SIP trunking, PSTN connectivity, and cloud communications architecture. - Deliver Intelligent Call Routing: Lead the development of routing capabilities that seamlessly connect contact center queues, office users, IVRs, extensions, and AI-powered voice workflows. - Collaborate Across Teams: Work closely with Product Management, AI, Infrastructure, Customer Success, and Support teams to deliver seamless customer experiences. - Make AI Your Ally: Leverage AI-powered development tools and automation to improve engineering productivity, testing coverage, operational efficiency, and software quality. - Build for Scale: Ensure systems remain observable, resilient, performant, and secure as platform adoption and call volumes continue to grow. - Raise Engineering Standards: Institute architecture reviews, reliability practices, testing gates, CI/CD standards, security controls, performance benchmarking, and operational excellence. - Grow and Inspire the Team: Hire, mentor, and develop engineers while fostering a culture of ownership, innovation, collaboration, and continuous learning.

Role Description We are seeking a Senior Cybersecurity Analyst – GRC (Governance, Risk, and Compliance) to support and improve our security compliance and risk management program. This individual will help manage third-party audits, perform risk assessments, ensure ongoing compliance with security frameworks, and support business teams with customer and vendor assurance. You’ll work closely with security, engineering, legal, and customer teams to ensure Eltropy’s security posture remains strong, transparent, and audit-ready. - Assist in the preparation and execution of third-party audits and assessments, including SOC 2, PCI-DSS, NIST CSF, and ISO 27001. - Support the development and maintenance of Eltropy’s GRC program, ensuring alignment with business and regulatory requirements through well-defined policies, controls, and risk processes. - Respond to customer security questionnaires and due diligence requests. - Conduct and manage vendor security assessments, maintain risk tracking, and ensure third-party compliance. - Perform risk assessments across systems, tools, and business processes; manage mitigation plans and maintain an exceptions register. - Contribute to access governance, including quarterly access reviews, enforcement of least privilege, and identity and access documentation. - Draft, review, and update security policies, standards, and procedures to reflect current risk posture and best practices. - Lead or support security awareness programs to promote a risk-conscious culture among staff and end users. - Contribute to the development and testing of incident response and disaster recovery plans. - Monitor and analyze cybersecurity threats, trends, and technologies, and recommend enhancements to Eltropy’s security posture. - Help ensure the security of IT infrastructure by supporting the implementation and maintenance of measures against unauthorized access, cyber threats, and vulnerabilities. - Track and report on compliance status, audit readiness, and risk trends to key stakeholders. Qualifications - 3–5 years of experience in cybersecurity or IT risk/compliance, with a focus on GRC. - Familiarity with major frameworks like SOC 2, PCI-DSS, ISO/IEC 27001, and NIST CSF. - Experience supporting third-party audits or certifications. - Knowledge of risk management processes and frameworks. - Ability to respond to security due diligence questionnaires and document technical and organizational controls. - Understanding of access governance and identity lifecycle best practices. - Excellent communication, documentation, and stakeholder coordination skills. - Comfort with tools like Vanta, Drata, or similar GRC platforms. Preferred Skills - Experience in a SaaS, FinTech, or regulated technology environment. - Familiarity with cloud environments such as GCP, AWS, or Azure. - Understanding of security operations, incident response, or DevSecOps concepts. Certifications (Preferred But Not Mandatory) - CISA – Certified Information Systems Auditor - ISO 27001 Lead Auditor / Implementer - PCI ISA – Internal Security Assessor Company Description Eltropy is a rocket ship FinTech 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 AI enabled digital conversations 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. - 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.

Role Description Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction. Role & Responsibilities - Tier-1 Relationship Management - 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. - Customer Success Strategy - 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. - Revenue Growth - 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. - Onboarding and Adoption - 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. - Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met. - Advocacy and Feedback - 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. - Metrics and Reporting - 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. Qualifications - Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers. - Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships. - Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs. - Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues. - High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems. - Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization. - Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help. - Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly. Company Description 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.

Role Description As an Onboarding Manager at Eltropy, you will be part of a high-impact team guiding financial institutions through the onboarding and adoption of our AI-powered communication platform. We are looking for an Onboarding Manager with 2-3 years of experience delivering SaaS or technical solutions, strong customer communication and technical troubleshooting, and the ability to take on increasingly complex projects with moderate oversight. In this role, you will manage customer onboarding projects end-to-end, configure SaaS and AI solutions, and implement integrations with core banking, lending, and other financial services systems. With support from experienced team members, you will continue to develop your technical, communication, and project management skills—building a strong foundation for a career in enterprise software delivery. What You’ll Do: - Implementation & Project Support - Assist with onboarding new customers onto the Eltropy platform, including our AI-powered Voice and Digital Agents. - Support creation, configuration, and testing of SaaS instances and communication flows through voice, video, text messaging, and chat channels. - Coordinate tasks, schedules, and meetings to help ensure timely go-lives with quality. - Troubleshoot implementation issues in collaboration with technical teams. - Learn the Technology - Gain hands-on experience with integrations to online banking, core banking, lending, collections, telephony, and other financial services systems. - Build expertise on Eltropy’s platform capabilities including Voice, Video, Text, Secure Chat, Co-browsing, AI Assistants, AI Agents, and Conversation Intelligence. - Understand key financial services processes for lending, new accounts, collections, and consumer engagement. - Customer Training & Enablement - Create and deliver customer training using AI-generated video, virtual sessions, documentation, and tutorials. - Help build and customize training resources to improve onboarding for credit unions and community banks. - Use tools like WalkMe to guide users through in-app experiences. - Be the Voice of the Customer - Advocate for customer needs internally during implementation. - Help identify and communicate product or process improvements based on real-world use cases. - Testing & Quality Assurance - Assist in testing new releases before they go live. - Report bugs, give feedback, and support release acceptance processes. Qualifications - Bachelor’s degree in Business, Information Systems, Computer Science, or a related field. All majors are welcome to apply. - 2-3 years of experience implementing or delivering software. - High degree of technical aptitude. - Comfort with managing customer timelines and dependencies. - Passion for software technology and project management. - Strong customer empathy and communication skills. - Problem-solving mindset with attention to detail. - Bias for action - we expect you to roll up your sleeves and dive into the details of configuration, testing, and training. - Eagerness to learn about SaaS, AI, and the financial technology landscape. - Interest in community banking, credit unions, and fintech. Requirements - Bonus (Not Required): - Native Spanish fluency. - Familiarity with concepts like APIs, DNS, VPN, and sFTP. Benefits - Be part of a fast-growing, mission-driven fintech company. - Receive mentorship from experienced technical project managers. - Develop valuable skills in enterprise SaaS, customer success, and implementation. - Work with leading community financial institutions to bring modern solutions to real people. Company Description 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.

Role Description Eltropy is seeking an Enterprise Account Executive to drive growth with our largest clients in the U.S. East Coast region. In this role, you will generate new business, expand existing accounts, and manage executive-level relationships. The ideal candidate has a proven track record in high-growth SaaS enterprise sales, consistently exceeding quota, and ranking among the top performers. Experience selling SaaS solutions to financial institutions, particularly credit unions and community banks, is highly preferred. You will be responsible for building long-term, profitable customer relationships while expanding Eltropy’s presence in your territory. Because in-person engagement is critical to success, this role requires up to 50% travel each quarter. - Sell into the top credit unions and community banks in the United States. - Drive growth opportunities within top-tier enterprise accounts setting the stage for business expansion. - Develop expertise in digital transformation and customer experience, establishing yourself as a leader in these domains. - Create a robust pipeline of opportunities while also nurturing leads generated by our BDR team. - Efficiently advance opportunities through the sales cycle. - Meet and exceed sales quota. - Collaborate well with other Eltropy departments to help our customers succeed. - Leverage your negotiation skills to secure large contracts involving multiple stakeholders. Qualifications - 6+ years of experience in SaaS enterprise sales with a proven ability to drive growth. - 3+ years selling into financial institutions or within the contact center/customer experience software space. - 3+ years managing complex, multi-stakeholder sales cycles with measurable success. - Demonstrated track record of consistently exceeding quota and performance targets. - Exceptional communication skills across phone, email, virtual, and in-person channels. - Strong ability to navigate intricate decision-making processes and influence diverse stakeholders. - Ambitious and goal driven with a competitive and relentless spirit. Benefits - Be part of a dynamic, high-growth tech company with an exciting future. - Work in a collaborative and supportive environment that values innovation and employee experience. - Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities. Company Description 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. - 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.

Role Description We are seeking a skilled and motivated Sr. DevOps Engineer to join our engineering team. As a DevOps Engineer at Eltropy, you will play a central role in building, securing, and automating the infrastructure that supports our modern, high-scale communication and payment platform. This role requires expertise in Google Cloud Platform (GCP), Kubernetes, and infrastructure automation, with a strong focus on security, networking, and operational excellence. - Design and manage cloud infrastructure on Google Cloud Platform (GCP) with a focus on security, scalability, and cost-efficiency. - Architect and maintain Kubernetes clusters, enabling robust, production-grade container orchestration. - Develop and maintain fully automated CI/CD pipelines to support reliable software delivery across environments. - Implement infrastructure-as-code (IaC) using Terraform or equivalent tools for reproducible and auditable deployments. - Configure and manage PostgreSQL databases, ensuring high availability, performance tuning, and backup automation. - Define and enforce networking configurations (VPC, subnets, firewall rules, routing, ingress/egress control, DNS). - Apply and monitor security best practices across infrastructure, including IAM policies, secrets management, TLS/SSL, and threat prevention. - Monitor systems using tools like Prometheus, Grafana, and Stackdriver; build alerts and dashboards to ensure observability and uptime. - Participate in incident response, root cause analysis, and postmortems. - Continuously evaluate, optimize, and improve operational processes, deployment speed, and infrastructure resilience. Qualifications - 5+ years of hands-on experience in DevOps, SRE, or Cloud Infrastructure Engineering. - Strong experience with GCP services (e.g., GKE, IAM, Cloud Run, Cloud SQL, Cloud Functions, Pub/Sub). - Proven expertise in deploying and managing Kubernetes environments in production. - Proficiency in automating deployments, infrastructure configuration, and container lifecycle management. - Deep understanding of networking fundamentals, including DNS, load balancing, NAT, VPNs, TLS/SSL, and routing policies. - Demonstrated experience implementing CI/CD pipelines using GitHub Actions, ArgoCD, Jenkins, or similar. - Solid knowledge of PostgreSQL and experience managing databases at scale. - Familiarity with monitoring, logging, and alerting systems. - Practical knowledge of cloud security principles, vulnerability management, IAM policies, and secrets handling. - Ability to work collaboratively, communicate effectively, and take ownership of mission-critical infrastructure. Bonus Skills - Experience with Cloudflare (DNS, CDN, WAF, Zero Trust, rate limiting, page rules). - Proficiency with Terraform, Helm, or Ansible. - Familiarity with SRE practices, runbooks, SLAs/SLOs, and disaster recovery planning. - Aware of cost optimization techniques and multi-region HA architectures. - Knowledge of compliance and audit-readiness for fintech or regulated industries. Company Description Eltropy is a rocket ship FinTech 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 into a single platform bolstered by AI, skill-based routing, and other contact center capabilities. - 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. If you're a seasoned DevOps engineer with a passion for automation, reliability, and secure cloud infrastructure — we’d love to hear from you. Apply now and help us build the backbone of tomorrow’s financial engagement platform.

Location: Central, USA - Remote Compensation: $125,000 - $140,000 (Base) Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction. Role & Responsibilities Tier-1 Relationship Management - 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. Customer Success Strategy - 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. Revenue Growth - 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. Onboarding and Adoption - 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. - Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met. Advocacy and Feedback - 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. Metrics and Reporting - 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. What You Offer - Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers. - Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships. - Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs. - Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues. - High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems. - Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization. - Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help. - Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly. 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.

Location: Central, USA - Remote Compensation: $100,000 - $110,000 (Base) Eltropy 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. In 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. In 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. Role & Responsibilities: 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. Referenceable customers - Cultivate customers who will serve as positive references of Eltropy to prospects - Advocate and drive customers’ product, technology, and service needs internally within Eltropy. Customer Success Strategy: - 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. Revenue Growth: - 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. Onboarding and Adoption: - Program-manage the onboarding process, ensuring a smooth and successful implementation. - Drive product adoption by providing training, resources, and best practices. Advocacy and Feedback: - 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. Metrics and Reporting: - Track and report on customer health, retention rates, and other key metrics. - Maintain accurate records of customer interactions and updates in [CRM/CS platform]. What You Offer: - 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. 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.

Role Description We are seeking a detail-oriented and driven Product Manager – Integrations to join our fast-growing global team. In this role, you will own the strategy and execution of Eltropy’s integrations platform, enabling partners and financial institutions to seamlessly connect with our ecosystem. You will play a critical role in building and scaling our developer platform and partner integration capabilities, enabling integrations with: - Core banking systems - Loan origination platforms - Account opening solutions - CRMs - eSignature/eNotary providers - Digital banking platforms This role will also help drive Eltropy’s AI for All vision, powering an ecosystem where partners can build intelligent solutions and AI agents through our growing agentic AI marketplace. This is a remote position based in India, with 10% travel to client sites in the U.S. as needed. Qualifications - Master’s degree (or foreign equivalent) in Computer Science, Computer Engineering, Information Systems, or a closely related field. - Minimum of 3 years of experience in Product Management, Software Engineering, or a technical product role. - Experience working with APIs, integrations, or platform-based products. - Proficiency in Agile/Scrum workflows and cross-functional collaboration. - Strong analytical and communication skills, with the ability to translate complex technical needs into clear product requirements. - Experience owning end-to-end product lifecycles, from ideation and roadmap planning to release and adoption. Requirements - Experience using Atlassian’s Confluence and JIRA suite of tools. - Experience working with REST APIs and integration architectures. - Experience using Agile development methodologies. - Experience using data analysis and reporting tools. - Basic understanding of web technologies (HTML, CSS, JSON, APIs). Benefits - Remote work flexibility. - Opportunities for professional growth. - Engagement with innovative technologies. Company Description Eltropy is committed to providing seamless integration solutions for financial institutions and partners, fostering an ecosystem of intelligent solutions.

Location: South Central, US Remote Compensation: $140,000 Base Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction. Role & Responsibilities Tier-1 Relationship Management - 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. Customer Success Strategy - 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. Revenue Growth - 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. Onboarding and Adoption - 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. - Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met. Advocacy and Feedback - 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. Metrics and Reporting - 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. What You Offer - Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers. - Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships. - Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs. - Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues. - High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems. - Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization. - Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help. - Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly. 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.