Principal Customer Success Manager

Clutch is a revolutionary vertical SaaS company aimed at transforming the way Credit Unions engage with their members. The Principal Customer Success Manager will own a portfolio of high-value accounts, ensuring successful onboarding and long-term growth while collaborating with various internal teams to drive customer success and value realization.

Responsibilities:

• Ake 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
• 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
• 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

Requirements:

• 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