Location: East Coast, Remote Compensation: $110,000 Base Eltropy is seeking a proactive and results-driven Customer Success Manager (CSM) in the Midwest or South 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.

• Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding • Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed • Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team • Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks • Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks

Role Description The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will require you to meet daily goals and report to the Customer Service Manager with any reoccurring issues for resolution. He/she should align with HealthMark Groups core values, culture and overall CRAFT of the company. - Assist clients, patients, and requestors with the status of requests for disability and FMLA paperwork. - Provide detailed information to clients, patients, and requestors. - Ensure notes are accurate and detailed; all actions require a note in Med-Release. - Respond promptly to a high volume of customer calls and e-mails regarding Disability and FMLA paperwork. - Provide excellent customer service promptly with accurate and concise information. - Effectively and efficiently communicate with customers through various channels. - Build strong value-based relationships with customers - a passion for customer interaction is a must! - Ensure customer satisfaction is a primary goal. - Follow procedures, guidelines, and policies set in place. - Data entry and other duties as assigned. - Fax and/or email records securely to requestors. - Monitor the FMLA email to ensure emails are staying up to date. - Meet daily goals. Qualifications - Excellent communication skills, strong analytical and problem-solving skills. - 1+ year of call center experience. - Ability to multi-task, prioritize duties, and have strong time management skills. - Willingness to learn. - 50 WPM typing speed. - Proficient computer skills with software applications such as Microsoft Office. - Maintain a positive, empathetic, and professional attitude toward customers always. - High school diploma or GED required. - Previous Medical Industry Experience preferred but not required. Requirements - Fast learner. - Self-motivated and able to work independently. - Ability to adapt to change/flexibility a must. - Dependable. - Maintain a high level of business integrity and diligence. - Passionate about people and able to show patient empathy is a must. - Quick worker. - Team player. - Positive attitude. - Someone who strives to do more. Benefits - 401(k) - 401(k) matching - Dental insurance - Employee assistance program - Health insurance - Life insurance - Paid time off - Paid training - Vision insurance - Work from home Schedule - 8-hour shift - Monday to Friday Education - High school or equivalent Experience - Customer service: 2 years - Call center: 1 year - Healthcare Experience: 1 year (Preferred) Work Location - Fully Remote Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Service Representative ? Globe Life is looking for a Customer Service Representative to join the team! In this role, you will be responsible for engaging with customers on behalf of the company in a positive and professional manner. Their duties include answering phone calls, emails from customers to answer questions, process requests for changes to a policyholder account and maintaining proficient knowledge about company products and processing guidelines. This is a remote / work-from-home position. What You Will Do: Answer and return calls from policyholders and agents effectively and professionally. Addresses customer complaints and determines appropriate solution. Process daily requests from agents and policyholders with high accuracy. Complete ongoing training with products and processes within the customer service department. Daily review and preparation of all incoming documents and policyholder requests received in office. Assist with daily workflow and distribution of processing by scanning and indexing to Onbase. Be in constant communication with team concerning incoming documents from policyholders and agents throughout the day. Assist with return mail and proper follow up. Assist with the distribution and mailing of outgoing letters generated by the customer service team. Watch for trends, issues or potential fraud along with assisting with agent practice investigation. Assist with complaint research, follow-up and resolution. Complete assigned projects in the planned timeframe. What You Can Bring: Experience in a customer service role required A high level of integrity, confidentiality, flexibility and support of management is always expected. Excellent analytical skills and attention to detail. Ability to handle and prioritize multiple tasks and meet deadlines. Ability to work well under pressure. Positive and helpful attitude. Ability to be a team player and be able to work independently. Proficiency in Word and Excel helpful. Applicable To All Employees of Globe Life Family of Companies: Reliable and predictable attendance of your assigned shift. Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: Competitive compensation designed to reflect your expertise and contribution. Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. Paid holidays and time off to support a healthy work-life balance. Parental leave to help our employees welcome their new additions. Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. Company-paid counseling for assistance with mental health, stress management, and work-life balance. Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.