Senior Customer Success Manager

Clutch Technologies, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Own a portfolio of 12–15 mid-market Credit Union accounts, each valued between $100K–$300K ARR, managing both executive onboarding and post-implementation success.
• Lead the executive onboarding portion of implementations, ensuring alignment among stakeholders on goals, success measures, and adoption pathways.
• Build and maintain ‘3 wide, 3 deep’ relationships across customer organizations, engaging executive sponsors and day-to-day contacts.
• Drive customer adoption of core product capabilities and identify opportunities for expansion through data-driven insights and customer performance analysis.
• Conduct high-impact QBRs and EBRs with executive stakeholders, both onsite and virtual, using data to surface actionable insights and growth opportunities.
• Collaborate with internal teams including product, implementation, and support to resolve customer challenges and influence product roadmap priorities.
• Progress 4–5 qualified expansion opportunities per cycle in partnership with Account Executives, generating at least 8 expansion opportunities across your book of business within 9 months.
• Serve as a trusted advisor to customers by advising on strategic value realization, challenging assumptions with evidence, and addressing root causes rather than symptoms.
• Translate technical product capabilities into measurable business outcomes for Credit Union executives in a regulated financial services environment.
• Generate net-new opportunities through customer referrals by delivering measurable business value and fostering strong relationships.
• Navigate fragmented decision-making structures within customer organizations, often in less mature or evolving environments, with resilience and adaptability.
• Maintain a bias to action and ownership mindset, moving initiatives forward in ambiguous environments while respecting established processes.
• Work remotely as a distributed team member, with approximately 15% travel for QBRs, onboarding workshops, and executive meetings.
• Leverage customer data to drive adoption, executive alignment, and long-term retention across your portfolio.
• Contribute to a high-trust, high-accountability culture that values progress over perfection and empowers CSMs to take ownership of their accounts.
• Adapt to evolving business needs and contribute to shaping how customer success is delivered as the company scales.

🎯 Requirements

• 5+ years of experience as a Customer Success Manager or other customer-facing role in a fast-paced SaaS and/or Fintech environment
• Proven success managing a book of 10–20 highly complex B2B accounts, each with six-figure ARR, requiring navigation of fragmented decision-making
• Willingness to travel up to 15% for QBRs, onboarding workshops, and executive meetings
• Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews
• Commercial acumen with experience identifying and driving expansion opportunities
• Background in financial services or other regulated industries strongly preferred

🏖️ Benefits

• Remote Flexibility: Work from anywhere in the United States
• Unforgettable Off-Sites: Twice-yearly team off-sites in exciting destinations
• Paid Time Off: Flexible PTO days annually
• Stock Options: Equity participation in the company
• Home Office Setup: Dedicated budget for home office essentials
• Work Trip Budget: Allocation for work-related travel and co-working
• Health Coverage: Comprehensive health and dental insurance plans

Skills & Technologies

Senior

Remote

$100k-300k

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Clutch Technologies, Inc.

Visit Website

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.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.