Senior Customer Success Manager

Job description

ABOUT THE ROLE As an Enterprise Customer Success Manager (CSM), you will own a portfolio of ~12–15 mid-market accounts, typically valued between $100K–$300K ARR each. These are complex, relationship-driven customers, all of them Credit Unions. This role spans both executive onboarding during implementation (driving alignment, ensuring the customer is set up for long-term success) and post-implementation success (ongoing adoption, value realization, and growth). The ideal candidate is comfortable moving between tactical execution (helping customers through technical challenges in tandem with our Implementation Engineers) and strategic partnership (advising executives on how to unlock value at scale). This is a remote role open to US-based candidates with a small share of travel (approx. 15%) ABOUT THE TEAM The Customer Success team is a distributed group of 10+, led by two managers and a Director, supporting CSMs across the US. We work closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth. Our culture is high-trust and high-accountability. We value progress over perfection and empower CSMs to take ownership of their portfolio while collaborating closely with product, implementation, and support. The people who thrive here are resilient, bring positive energy, and act with a bias to action in an environment that is still evolving. With the company on a strong growth path, this is a chance to join at a pivotal moment and help shape how we deliver value to customers while growing into larger, more strategic accounts. What You’ll Do Within 3 months, you will: - Take ownership of a portfolio of 12–15 accounts, including several large customers in active onboarding. - Build relationships with executive sponsors and key day-to-day contacts. - Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures. - Support adoption of core product capabilities and begin spotting areas for future expansion. Within 6 months, you will: - Successfully complete onboarding for your in-flight customers and transition them into post-implementation success management. - Establish “3 wide, 3 deep” relationships across your accounts. - Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities. - Lead high-impact QBRs/EBRs (onsite & virtual) with executive stakeholders, supported by data-driven insights into customer performance and opportunities - Progress 4–5 qualified expansion opportunities, together with our Account Executives - Use customer data to surface actionable insights that drive adoption and executive alignment Within 9 months, you will: - Be recognized by your customers as a trusted advisor who delivers measurable business value. - Consistently drive deeper adoption across your portfolio. - Work with the sales team to generate net-new opportunities through referrals - Generate at least 8 expansion opportunities across your book of business. What You’ll Bring - 5+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting - Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings - Proven success managing a book of 10-20 highly complex B2B accounts, six figures in ARR each, where success depends on navigating fragmented decision-making, not managing high-volume transactional relationships - Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews - Comfortable holding a point of view with senior stakeholders and pushing back constructively when the evidence supports it; doesn't confuse keeping the peace with doing right by the customer - Resilience and adaptability when working with fragmented or less mature customer organizations - Bias to action and ownership mindset, able to move initiatives forward in ambiguous environments while respecting process - Commercial acumen with experience identifying and driving expansion opportunities - Advises customers rather than just serving them: gets to root cause before proposing solutions, backs recommendations with data, and isn't afraid to challenge a customer's assumptions when needed - Strong collaboration skills with a track record of working cross-functionally, especially with product, to deliver customer outcomes - Technical fluency and ability to translate product capabilities into business value - Background in financial services or other regulated industries strongly preferred; open to adjacent industries with experience managing complex, evolving organizations Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability. What’s In It For You? - Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly. - Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas. - Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation. - Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package. - Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials. - Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working. - Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans. About Us Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt. Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions. Clutch 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. Our organization participates in E-Verify. Click here https://www.e-verify.gov/about-e-verify/what-is-e-verify to learn about E-Verify. A Note About AI at Clutch We love AI. We use it often and encourage our team to creatively and effectively leverage AI tools in their work. If you join Clutch, we hope you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. That said, during the interview process, we want to hear your thoughts. Please approach interviews without the use of AI tools—our goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts!