Clutch

Customer Success Manager, Enterprise

Clutch

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • 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