Take ownership of a portfolio of 16–20 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
Identify and surface 2–3 expansion signals to your AE
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
Conduct whitespace analysis across your portfolio and develop identified opportunities jointly with your AE

2–4 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 percent for QBRs, onboarding workshops, and executive meetings
Proven success managing a portfolio of mid-market B2B accounts (about 10 to 20 accounts)
Developing executive presence; comfortable engaging with director and VP-level contacts
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 craft ROI narratives with before/after metrics
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

Remote role open to US-based candidates with a small share of travel (approx. 15%)
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.
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.

Customer Success Manager

Key skills