Customer Success Manager, Enterprise

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September 10

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Clutch

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Consulting • SaaS • Enterprise

Clutch is a results-driven consulting firm that redefines traditional consulting methods through a human-centered approach. By focusing on data-driven solutions, Clutch addresses gaps in business processes for companies of all sizes, including government entities, small businesses, and financial institutions. It specializes in marketing, communications, and event management, and utilizes proprietary tools and resources to drive transformational outcomes. Notably, Clutch applies a Human Transformation Approach to re-integrate human elements often overlooked by technology-led solutions. It offers AI-driven insights to predict and quantify human emotions, enhancing understanding and support for entrepreneurs and the startup marketplace.

51 - 200 employees

☁️ SaaS

🏢 Enterprise

📋 Description

• Own a portfolio of ~12–15 mid-market Credit Union accounts valued between $100K–$300K ARR each • Drive executive onboarding during implementation, ensuring stakeholder alignment on goals and success measures • Manage post-implementation success: drive ongoing adoption, value realization, and growth • Move between tactical execution (supporting customers with technical challenges alongside Implementation Engineers) and strategic partnership (advising executives on unlocking value at scale) • Build relationships with executive sponsors and day-to-day contacts; establish “3 wide, 3 deep” relationships across 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 using data-driven insights • Spot and progress expansion opportunities (target: 4–5 qualified opportunities within 6 months; at least 8 within 9 months) • Use customer data to surface actionable insights that drive adoption and executive alignment • Travel approximately 15% for QBRs, onboarding workshops, and executive meetings

🎯 Requirements

• 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 portfolio of mid-market B2B accounts (about 10 to 20 accounts) • Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews • 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 • Background in financial services or other regulated industries strongly preferred; open to adjacent industries with experience managing complex, evolving organizations

🏖️ 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.