Customer Success Manager, Enterprise
Clutch
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob 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