Senior Customer Success Manager

Enterprise Customer Success Manager (CSM)

As an Enterprise Customer Success Manager (CSM), you will own a portfolio of 7-9 accounts of our largest accounts with an average ARR of $500k+. 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%)

What You'll Do

Within 3 months, you will:

• Take ownership of a portfolio of 7-9 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.
• Diagnose early adoption gaps and define a clear path to value realization for each customer.

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
• Identify, scope, and prioritize custom build opportunities across your portfolio, ensuring strong business justification, executive alignment, and clear ROI.
• Lead executive-level QBRs/EBRs (virtual and onsite) where you challenge customer priorities, surface risks, and align stakeholders around what must change in the next 60–90 days to drive outcomes.
• Progress 4–5 qualified expansion opportunities, together with our Account Executives
• Actively contributed to up-leveling the CS team by running knowledge share sessions on a regular basis

Within 9 months, you will:

• Be recognized by customers as a trusted advisor who influences executive decision-making and delivers measurable business impact.
• Consistently drive deeper adoption across your portfolio.
• Generate customer referrals and contribute to net-new opportunities.
• Generate at least 8 expansion opportunities across your book of business.

What You'll Bring

• 7+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment
• Required experience working with Credit Unions, financial institutions, or fintechs directly supporting core financial operations. Adjacent fintech experience is acceptable when closely tied to FI workflows.
• Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
• Proven success managing a portfolio of mid-market or enterprise B2B accounts (10-15 accounts max.)
• Strong executive presence, with the ability to guide senior stakeholders through onboarding, strategic reviews, and difficult trade-offs.
• 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
• Data fluency, with the ability to interpret customer and operational data, identify trends, and deliver insights that shape strategy and outcomes
• 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

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.

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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!