Customer Success Manager

Clutch Technologies, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Own and manage a portfolio of 16–20 mid-market Credit Union accounts with ARR between $30K and $200K, guiding them from executive onboarding through post-implementation success.
• Lead the executive onboarding phase of implementations, ensuring alignment between Clutch and customer stakeholders on goals, success metrics, and adoption plans.
• Build and maintain ‘3 wide, 3 deep’ relationships across key customer roles, including Director and VP-level sponsors and day-to-day operational contacts.
• Drive product adoption by translating technical capabilities into clear business value and ROI narratives supported by before/after data and usage trends.
• Conduct high-impact Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) both virtually and onsite, using data-driven insights to influence customer decisions and strengthen relationships.
• Identify and surface 2–3 expansion signals per quarter to the Account Executive, enabling net-new revenue opportunities through upsell and cross-sell.
• Perform whitespace analysis across your portfolio to uncover unmet needs and jointly develop growth opportunities with the sales team.
• Collaborate cross-functionally with Product, Implementation, and Support teams to resolve customer challenges and influence product roadmap priorities based on real-world usage.
• Translate customer feedback and behavioral data into actionable insights that drive deeper adoption, retention, and long-term value realization.
• Serve as a trusted advisor to Credit Union executives, helping them leverage Clutch’s software to enhance member services and advance their financial well-being mission.
• Travel up to 15% annually to attend onboarding workshops, QBRs, EBRs, and executive meetings with key customers.
• Work in a high-trust, high-accountability environment where processes are still evolving, requiring initiative, adaptability, and a bias to action.
• Contribute to shaping the future of Clutch’s customer success framework by providing feedback and co-creating scalable processes in a fast-growing SaaS organization.
• Leverage customer usage data to anticipate risks, highlight success stories, and proactively guide customers toward optimal outcomes.
• Support the transition of customers from implementation phase to ongoing success management with clear handoff protocols and measurable milestones.
• Help generate referrals and net-new opportunities through exceptional customer experiences and demonstrated business impact.
• Maintain commercial acumen by understanding the unique dynamics of Credit Unions and the regulated financial services landscape.
• Apply resilience and adaptability when working with fragmented or less mature customer organizations to deliver consistent outcomes despite complexity.
• Engage with internal teams to ensure seamless coordination across Implementation, Product, and Support to resolve escalations and improve customer outcomes.
• Act with ownership and autonomy, driving initiatives forward in ambiguous environments without rigid playbooks while respecting evolving internal processes.
• Bring a data-driven mindset to every customer interaction, ensuring decisions are grounded in measurable outcomes rather than anecdotal feedback.
• Contribute to a culture of progress over perfection by taking initiative, learning from setbacks, and continuously improving your approach.
• Support Clutch’s mission of empowering Credit Unions to become FinTech lenders by helping customers achieve tangible improvements in member lending experiences.

🎯 Requirements

• 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 (10–20 accounts)
• Data-driven approach to customer success, with experience analyzing trends, building ROI narratives, and driving executive conversations using before/after data
• Experience engaging with Director and VP-level stakeholders in B2B environments
• Willingness to travel up to 15% for onboarding workshops, QBRs, EBRs, and executive meetings
• US-based and authorized to work without visa sponsorship

🏖️ Benefits

• Remote work environment with a distributed team across the US
• Opportunity to shape customer success processes in a rapidly growing SaaS company backed by Andreessen Horowitz
• High-trust, high-accountability culture that empowers ownership and initiative
• Exposure to cutting-edge FinTech innovation and mission-driven work impacting financial well-being for 130M Americans

Skills & Technologies

Remote

$30k-200k

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Clutch Technologies, Inc.

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About Clutch Technologies, Inc.

Clutch Technologies operates a digital platform that lets consumers refinance auto loans, secure lower rates, and manage vehicle financing online. Established in 2016 and headquartered in San Francisco, the company aggregates lender offers, handles title transfers, and provides customer support throughout the refinancing process. Its technology streamlines loan applications, credit checks, and contract e-signatures, aiming to reduce monthly payments for borrowers across the United States.

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