• Own gross revenue retention of 95% or higher and drive ARR growth through renewals and expansion • Lead, coach, and develop a high-performing team of Customer Success leaders and Managers • Establish clear performance standards, accountability, and operating cadence across the organization • Translate segment strategy into actionable account plans in partnership with Strategy and Segment leadership • Drive disciplined execution across complex enterprise accounts, ensuring measurable client outcomes • Build scalable frameworks and playbooks to support new and evolving customer segments • Identify risks early and partner cross-functionally to mitigate churn and protect revenue • Architect and optimize lifecycle processes across onboarding, adoption, renewals, and expansion • Define, track, and operationalize client health metrics to drive proactive decision-making • Ensure consistent and rigorous use of Salesforce and related systems for visibility and scale • Partner with Sales, Marketing, Implementation, Strategy, Government Relations, and Enablement to align on customer strategy and execution • Support enablement initiatives to strengthen account management, operational rigor, and risk mitigation

Role Description Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) in the Midwest or 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 necessary in building customer trust: - Teamwork - Empathy - Technical curiosity - Quality mindset 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. Qualifications - Deep (preferably 5+ years) of customer-facing experience (account management, customer success), ideally in SaaS and FinTech. - 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. - Team Collaboration: Ability to work collaboratively across teams, including sales, product, and support. - Adaptability: Thrive in a fast-paced, start-up environment where priorities can change rapidly. Requirements - 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]. Benefits - You are willing to travel quarterly (or as needed) to conduct in-person meetings with customers, and with the rest of the Eltropy team. 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.

• Develop strong C-suite, SVP, and VP relationships across targeted clients. • Understand the client’s organization and structure, market, membership, business drivers, key performance indicators, and making the connection between client needs and RxSense capabilities. • Become a trusted advisor for client decision makers. • Manage the client contract, ensuring that our financial, technical and operational obligations are met or exceeded; Lead contract renewal process to ensure the best possible solutions are offered to clients. • Develop, communicate, and execute strategic account plan with RxSense internal teams to drive client growth and satisfaction, inclusive of RFP support, underwriting/pricing assistance, system and product enhancements. • Monitor client satisfaction throughout the year as measured by issue resolution, growth, and managing to clients’ performance expectations. • Stay abreast of changing market dynamics within the pharmacy benefit management industry with a particular focus on technology driven competitors and the use of technology to reduce the cost of prescription drug benefits. • Have superior knowledge of innovations and regulatory compliance in PBM ancillary services such as rebate administration, network management and member tools for health management. • Lead and drive cross functional deliverables in partnership with Operations, Product, Engineering, and other departments; communicate regularly with clients and internal partners on the status of their initiatives. • Collaborate with Operations and Product teams to bring client driven innovations and products to the business for development consideration. • Continuously learn and be knowledgeable about how our products work and how they can be used to our clients’ competitive advantage. • Be knowledgeable on the cash discount marketplace; learn and market RxSense’s marketing and analytics capabilities to clients who want to market their own cash discount card.

Title: Digital Customer Success Manager (DCSM) - Generalist NA - Public Sector Location: Newtown Square, PA, US, 19073 Hybrid Full-time Department: Consulting and Professional Services Job Description: We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. About the Role The SAP Cloud Success organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Digital Customer Success Managers) to our customers. DCSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100). The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business. Further responsibilities: - Onboard New customers - Conduct virtual onboarding sessions and regular check-ins during the implementation phase - Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices - Assist customers in case of showstoppers and roadblocks - Drive customer adoption and respond to risk scenarios - Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale - Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources - Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices - Act as trusted advisor and be first point of contact for non-technical inquiries - Build and leverage a network of key internal stakeholders from different functions that can support customer success - Analyze and interpreting customer data to prioritize customer engagements - Contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is . The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. Requisition ID: 448074 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid Requirements: Location: North America Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus Experience managing high volume of customer engagements Proven experience working with diverse, cross functional teams, both virtually and globally Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment Strong orientation towards teamwork and collaboration Strong interpersonal skills which aid to build relationships externally and internally Creative problem solving under pressure when working through customer issues Excellent listening, written and oral communication skills