Senior Customer Success Manager

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🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 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 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.

🎯 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 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

🏖️ 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.