Senior Customer Success Manager

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

Requirements:

• 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