Senior Engagement Manager

Job description

About the Role Engagement Managers are the driving force behind Credit Union onboarding at Clutch, owning the end-to-end success of implementation projects from kickoff through go-live. This is a builder's role: you'll operate with a high degree of autonomy, defining structure and process where it doesn't yet exist rather than waiting for it to be handed to you. You'll bring a consultative approach to every engagement: diagnosing what a customer actually needs, not just what they ask for, and prescribing the right path forward with confidence. Partnering closely with Implementation Engineers and internal and external project teams, you'll translate a customer's business objectives into an executable plan and hold every work stream accountable to it. About the Team What You’ll Do You'll drive the full project management lifecycle for a portfolio of onboarding projects: developing project plans and work breakdown structures, running status reporting and communication cadences with executive sponsors, and proactively identifying and mitigating implementation risk before it threatens a timeline or relationship. You'll approach each engagement consultatively, backed by strong product instincts, not just process expertise. You'll hold cross-functional project teams accountable to milestones and quality standards through credibility and influence, and you'll help build the methodologies that raise the bar for the broader Implementation team as Clutch's product and customer base grow. You'll be expected to bring your own judgment to ambiguous situations, build structure from scratch, and move forward without waiting for a playbook to catch up to you. Within 1 month, you will: - Ramp into Clutch's implementation methodology and the credit union/banking domain, building the fundamentals for driving customer outcomes through principled judgment rather than a fixed playbook - Begin managing your first engagements, understanding each customer's business objectives and current project status - Establish initial rapport with customer stakeholders and your internal project team partners - Get oriented on the full portfolio you'll own and how it's currently tracking against milestones Within 3 months, you will: - Drive onboarding efforts across your full portfolio of customers, partnering with the project team to prescribe best-practice recommendations that achieve each customer's business goals - Develop detailed project plans and work breakdown structures that create urgency and hold both client and internal project teams accountable to milestone dates and work quality - Produce weekly status reporting and communication plans for executive sponsors and internal/external project teams - Proactively identify implementation risks and mitigate them before they impact timelines or satisfaction - Build strong, trust-based relationships with customer stakeholders - Bring clarity and structure to ambiguous or undefined situations without needing to be told how Within 6 months, you will: - Execute implementation projects in close partnership with clients' executive-level sponsors, driving milestone meetings (onsite and virtual) and developing new project artifacts as needed - Track detailed scope of engagement, working with customers to estimate and execute change orders when scope shifts - Develop deep credit union domain and product expertise, becoming a trusted thought leader who prescribes solutions rather than just facilitates process - Coach and mentor project team members to raise the bar on the team, both internally and with the client - Actively contribute to the practices and methodologies that help the Implementation team scale What You’ll Bring - 5+ years of experience in engagement management, professional services, or implementation project management, ideally within enterprise SaaS or fintech - A consultative background with experience diagnosing underlying business problems to prescribe pragmatic recommendations rather than just executing what's asked - Strong product instincts with genuine curiosity to develop real depth on the Clutch platform, enough to guide customers with authority rather than defer to others on product questions - Proven track record independently owning a full implementation or project lifecycle, including making tradeoff and sequencing calls yourself, not just executing a plan someone else scoped - A builder's mentality: genuinely energized by creating structure and process where none exists yet, rather than needing an established playbook - Comfort operating with significant autonomy and limited formal support; a "figure it out" instinct paired with the judgment to know when to ask for help - A mindset of using AI as a working tool to continuously sharpen your own process and project execution, not just as a novelty - Demonstrated ability to hold cross-functional partners accountable to deliverables and quality without formal authority over them - Executive-level stakeholder management: comfortable building trust and communicating with VP and C-level customer stakeholders as an advisor, not just a project executor - Hands-on experience with enterprise software implementation across both waterfall and agile methodologies - Sound judgment on risk and scope 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.