Senior Manager, Customer Success

Clutch Technologies, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Manager, Customer Success at Clutch Technologies, Inc., you will be instrumental in leading and mentoring a team of six highly skilled Customer Success Managers (CSMs). This team is dedicated to serving a critical segment of our client base, encompassing mid-market and Lighthouse Credit Unions. These relationships are not only complex but also deeply rooted in trust, with many of Clutch’s largest and most strategic customers entrusting us with contracts valued at $1M+ Annual Recurring Revenue (ARR), and a significant portion of the remaining portfolio in the $200-400K ARR range. Your leadership will directly impact the success of these vital partnerships, ensuring they leverage Clutch to power essential components of their digital member experience.
• Your primary focus will be on driving post-implementation success. This involves ensuring that our customers not only successfully deploy new features and functionalities but also realize tangible, measurable value from our platform. A key objective is to foster the expansion of their partnership with Clutch, identifying opportunities for deeper integration and increased utilization. You will be accountable for key performance indicators (KPIs) across customer retention, sourcing expansion opportunities, and the development of scalable processes and playbooks that will define best practices across the entire Customer Success organization.
• The ideal candidate possesses a strong aptitude for coaching CSMs, particularly in navigating executive-level renewal discussions and building robust, repeatable frameworks that can be scaled effectively. You will collaborate closely with cross-functional teams, including Product, Support, and Professional Services, to guide the strategic rollout of new features, strengthen customer adoption rates, and deepen executive alignment within client organizations. This role offers a unique opportunity to contribute to the evolution of Clutch’s Customer Success organization as it transitions from a high-touch, fast-paced startup environment to a more structured, data-driven, and scalable operation. You will play a pivotal role in shaping the playbooks, cadences, and strategic initiatives that will define our next phase of growth and customer engagement.
• This is a fully remote position, open to candidates based in the United States. The role requires approximately 10% travel, which will include customer visits to foster stronger relationships and internal team off-sites to enhance collaboration and strategic alignment.
• Within your first three months, you will be expected to quickly integrate into the team, taking charge of challenging customer situations and earning the trust of both your direct reports and senior leadership. You will implement essential operating cadences and assume full responsibility for your team’s KPIs and forecasting accuracy. Furthermore, you will identify and initiate your first process improvement projects, focusing on enhancing team consistency and predictability in their daily operations. Initially, you will take ownership of approximately half of the team’s portfolio, specifically focusing on mid-market Credit Unions.
• By the six-month mark, you will be adept at guiding your team through high-stakes renewals, supported by confident and predictable forecasting. You will elevate the team’s ability to deliver executive-level storytelling and ensure commercial readiness across the team’s largest accounts, guaranteeing consistent and confident representation in board or C-suite conversations. You will also launch new playbooks and standardized operational motions designed to improve customer adoption, drive expansion sourcing, and enhance overall customer engagement. Strengthening collaboration with Product, Support, and Professional Services to align on rollout priorities and success metrics will be a key achievement. By this time, you will have assumed full leadership responsibility for the entire team, including the management of our Lighthouse accounts.
• Within your first nine months, you will refine and scale the product deployment motion, ensuring consistent rollout success across all customer portfolios. You will establish repeatable executive engagement programs owned by the team, maintaining strong coverage and strategic alignment with key client stakeholders. A significant focus will be on standardizing core Customer Success processes and playbooks across the entire organization, leveraging data-driven performance insights to guide these improvements. You will be recognized as a key contributor and influential voice in evolving Customer Success operations and shaping cross-functional strategy.
• The Customer Success team at Clutch is a dynamic, distributed group of over 10 professionals, led by a dedicated manager and a Director. We provide comprehensive support to CSMs across the US, working closely with executives at Credit Unions of all sizes to guide them through onboarding, adoption, and long-term growth strategies. Our team culture is built on high trust and high accountability, where progress is valued over perfection. We empower our CSMs to take full ownership of their portfolios while fostering close collaboration with Product, Implementation, and Support teams. Individuals who thrive here are resilient, bring positive energy, and demonstrate a strong bias for action in an environment that is continuously evolving. With the company experiencing robust growth, this role presents an exceptional opportunity to join at a pivotal moment and significantly influence how we deliver value to our customers while scaling into larger, more strategic accounts.

🎯 Requirements

• 5+ years of people leadership experience in Customer Success or Account Management, with a strong preference for experience leading CSMs in post-implementation, B2B SaaS environments.
• Expertise in fintech or other regulated, complex industries that necessitate executive alignment, precision, and extensive cross-functional coordination.
• Proven experience leading CSMs who manage strategic or enterprise-level customers, with a demonstrated ability to coach executive presence and commercial acumen.
• Demonstrated strength in coaching and talent development, with a track record of building confident, accountable CSMs who own their outcomes.
• Strong operational skills, with a proven ability to bring clarity and structure to evolving processes within a fast-paced, scaling environment.

🏖️ Benefits

• Remote Flexibility: Enjoy the autonomy of remote work from anywhere in the US, enabling a seamless balance between your professional and personal life.
• Unforgettable Off-Sites: Participate in two annual company off-sites in exciting destinations, designed to foster team bonding, collaboration, and innovative thinking.
• Flexible Paid Time Off: Benefit from a generous PTO policy, allowing you to take time off for relaxation and rejuvenation as needed.
• Stock Options: Receive stock options as part of your compensation package, providing you with a direct stake in Clutch's success and growth.
• Home Office Setup Budget: Create your ideal and productive workspace with a dedicated budget for essential home office equipment.
• Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.

Skills & Technologies

Senior

Remote

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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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