Customer Success Manager

Clutch

6d•Remote

About The Position

Clutch is a vertical SaaS company backed by Andreessen Horowitz (a16z), building software that turns Credit Unions into FinTech lenders. This role is not a firefighting role, as the company boasts 98% logo retention and top-quartile NRR, having doubled revenue two years running. The Customer Success Manager will own a portfolio of approximately 16–20 mid-market Credit Union accounts, each ranging from $30K–$200K ARR. The role encompasses both executive onboarding during implementation, ensuring customers are set up for long-term success, and post-implementation success, focusing on ongoing adoption, value realization, and growth. The ideal candidate will manage multiple stakeholders across their portfolio autonomously, drive adoption with urgency, and translate product usage into clear ROI narratives for Director and VP-level sponsors. This is a remote position open to US-based candidates, with an approximate 15% travel requirement. The Customer Success team is a distributed group of over 10 individuals, led by two managers and a Director, supporting CSMs across the US. The team works closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth. The team culture is high-trust and high-accountability, valuing progress over perfection and empowering CSMs to take ownership while collaborating with product, implementation, and support teams. Individuals who thrive in this environment are resilient, bring positive energy, and act with a bias to action in an evolving setting. With the company on a strong growth path, this is an opportunity to join at a pivotal moment and help shape customer value delivery while growing into larger, more strategic accounts.

Requirements

Data-driven approach to customer success — you don't just track adoption metrics, you analyze trends, build ROI narratives with before/after data, and use those insights to drive executive conversations and customer decisions
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
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
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
US-based, authorized to work without visa sponsorship
2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting
Experience managing a mid-market portfolio (roughly 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise
Willingness to travel up to 15%

Nice To Haves

Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings

Responsibilities

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 in-flight customers and transition them into post-implementation success management.
Establish "3 wide, 3 deep" relationships across 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 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.