Senior Customer Success Manager

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🕒 Julho 3

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Clutch

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📣 Marketing

✈️ Turismo

💼 Consultoria

Marketing • Travel • Consulting

A Clutch é uma empresa de consultoria orientada a resultados que redefine os métodos tradicionais de consultoria por meio de uma abordagem centrada no humano. Ao focar em soluções data-driven, a Clutch corrige lacunas em processos de negócios de organizações de todos os portes, incluindo órgãos governamentais, pequenos negócios e instituições financeiras. Especializada em marketing, comunicação e gestão de eventos, utiliza ferramentas e recursos proprietários para impulsionar resultados transformacionais. Notavelmente, a Clutch aplica uma abordagem de Transformação Humana (Human Transformation Approach) para reintegrar elementos humanos frequentemente negligenciados por soluções lideradas por tecnologia. Oferece insights impulsionados por AI para prever e quantificar emoções humanas, ampliando a compreensão e o suporte a empreendedores e ao ecossistema de startups.

Descrição

• Take ownership of a portfolio of 12–15 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 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. • Lead high-impact QBRs/EBRs (onsite & virtual) with executive stakeholders, supported by data-driven insights into customer performance and opportunities • Progress 4–5 qualified expansion opportunities, together with our Account Executives • Use customer data to surface actionable insights that drive adoption and executive alignment • Be recognized by your 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 • Generate at least 8 expansion opportunities across your book of business.

🎯 Requisitos

• 5+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting • Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings • Proven success managing a book of 10-20 highly complex B2B accounts, six figures in ARR each, where success depends on navigating fragmented decision-making, not managing high-volume transactional relationships • Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews • Comfortable holding a point of view with senior stakeholders and pushing back constructively when the evidence supports it; doesn't confuse keeping the peace with doing right by the customer • 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 • Advises customers rather than just serving them: gets to root cause before proposing solutions, backs recommendations with data, and isn't afraid to challenge a customer's assumptions when needed • 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

🏖️ Benefícios

• 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.