Senior Customer Success Manager, Enterprise

Clutch

10d • Remote

About The Position

As an Enterprise Customer Success Manager (CSM), you will own a portfolio of 7-9 accounts of our largest accounts with an average ARR of $500k+. These are complex, relationship-driven customers, all of them Credit Unions.
This role spans both executive onboarding during implementation (driving alignment, ensuring the customer is set up for long-term success) and post-implementation success (ongoing adoption, value realization, and growth).
The ideal candidate is comfortable moving between tactical execution (helping customers through technical challenges in tandem with our Implementation Engineers) and strategic partnership (advising executives on how to unlock value at scale).
This is a remote role open to US-based candidates with a small share of travel (approx. 15%)
The Customer Success team is a distributed group of 10+, led by two managers and a Director, supporting CSMs across the US. We work closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth.
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. The people who thrive here are resilient, bring positive energy, and act with a bias to action in an environment that is still evolving.
With the company on a strong growth path, this is a chance to join at a pivotal moment and help shape how we deliver value to customers while growing into larger, more strategic accounts.

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

Responsibilities

• Take 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed