Note: The job is a remote job and is open to candidates in USA. Clutch is a revolutionary vertical SaaS company aimed at transforming how Credit Unions engage with their members. The Senior Customer Success Manager will manage a portfolio of mid-market accounts, focusing on both onboarding and ongoing success to ensure long-term customer value and growth.
Responsibilities
- 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
- 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
- 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
Skills
- 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
Benefits
- 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.
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