Senior Customer Success Manager

Own a portfolio of ~12–15 mid-market accounts (typically $100K–$300K ARR each) spanning both executive onboarding during implementation and post-implementation success. This remote, US-based role involves ~15% travel and focuses on complex, relationship-driven customers—all Credit Unions.

About the Team

The Customer Success team is a distributed group of 10+, 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, valuing progress over perfection and empowering CSMs to take ownership of their portfolio while collaborating with product, implementation, and support.

Responsibilities

• Within 3 months:
  • 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:
  • 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 Account Executives.
  • Use customer data to surface actionable insights that drive adoption and executive alignment.
• Within 9 months:
  • 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.

Requirements

• 5+ years of experience as a 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% 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.
• 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.
• 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.

Benefits

• Remote Flexibility: Work remotely from anywhere in the US.
• Unforgettable Off-Sites: Twice-yearly team off-sites in exciting destinations.
• Paid Time Off: Flexible PTO days yearly for relaxation and rejuvenation.
• Stock Options: Receive stock options as part of your compensation package.
• Home Office Setup: Dedicated budget for home office essentials.
• Work Trip Budget: Budget for work-related trips and co-working.
• Health Coverage: Comprehensive health and dental insurance plans.

About Us

Clutch is a vertical SaaS company backed by Andreessen Horowitz (A16z), revolutionizing how Credit Unions engage with their members. We develop software to turn Credit Unions into FinTech lenders, leveraging their balance sheets to provide affordable lending solutions to over 130M Americans. Our mission is to enhance how credit unions interact with their members by integrating cutting-edge technologies and user-centric designs, preserving the tradition of community and member-focused service.