About the job
About the Role
In the pivotal role of Senior Manager, Customer Success, you will lead a talented team of six Customer Success Managers (CSMs) dedicated to serving mid-market and Lighthouse Credit Unions. This includes a portfolio of Clutch’s most significant and strategic clients, with contracts ranging from $200K to over $1M+ in annual recurring revenue (ARR). These are complex, relationship-driven customers who depend on Clutch to enhance critical aspects of their digital member experience.
You will champion post-implementation success, ensuring that customers effectively deploy new features, achieve measurable value, and grow their partnership with Clutch. You will be responsible for key outcomes related to customer retention, expansion sourcing, and developing scalable processes and playbooks across the Customer Success organization.
The ideal candidate will excel in coaching CSMs through executive-level renewals while crafting repeatable frameworks that ensure scalability. Collaborating closely with Product, Support, and Professional Services teams, you will guide feature rollouts, bolster adoption, and enhance executive alignment.
As a member of Clutch’s evolving Customer Success organization, you will play a crucial role in transitioning from a high-touch, fast-paced startup environment into a scalable, data-driven structure, shaping the playbooks and processes that will drive our next phase of growth.
This position is remote, open to US-based candidates, requiring approximately 10% travel for customer visits and internal meetings.
About the Team
Our Customer Success team is a distributed unit of over 10 professionals, led by a manager and a director. We support CSMs across the United States, collaborating closely with executives at Credit Unions of various sizes to facilitate onboarding, adoption, and sustained growth.
Our culture emphasizes high trust and accountability. We prioritize progress over perfection, empowering CSMs to take ownership of their portfolios while closely collaborating with product, implementation, and support teams. Individuals who thrive in our environment are resilient, bring positive energy, and proactively take action as we continue to evolve.
With the company on a robust growth trajectory, this is an exceptional opportunity to join at a critical juncture and help shape our approach to delivering value to customers while expanding into larger, more strategic accounts.
Your Responsibilities
Within your first 3 months, you will:
Step in to manage challenging customer situations, earning trust from both your team and senior stakeholders.
Establish operating cadences and take full ownership of your team’s KPIs and forecasting accuracy.
Identify and initiate your first process improvements to enhance team efficiency and effectiveness.