Customer Success Manager

Job not on LinkedIn

🕒 May 19

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Clutch

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

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.

📋 Description

• Take ownership of a portfolio of 16–20 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. • Identify and surface 2–3 expansion signals to your AE. • 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. • Conduct whitespace analysis across your portfolio and develop identified opportunities jointly with your AE.

🎯 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 (about 10 to 20 accounts) • Developing executive presence; comfortable engaging with director and VP-level contacts • 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 • 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 • Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings • US-based, authorized to work without visa sponsorship • 2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting • Experience managing a mid-market portfolio (roughly 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities