Clutch

Senior Customer Success Manager, Enterprise

Clutch

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • ake ownership of a portfolio of 7-9 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.
  • Diagnose early adoption gaps and define a clear path to value realization for each customer.
  • 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
  • Identify, scope, and prioritize custom build opportunities across your portfolio, ensuring strong business justification, executive alignment, and clear ROI.
  • Lead executive-level QBRs/EBRs (virtual and onsite) where you challenge customer priorities, surface risks, and align stakeholders around what must change in the next 60–90 days to drive outcomes.
  • Progress 4–5 qualified expansion opportunities, together with our Account Executives
  • Actively contributed to up-leveling the CS team by running knowledge share sessions on a regular basis.
  • Be recognized by customers as a trusted advisor who influences executive decision-making and delivers measurable business impact.
  • Consistently drive deeper adoption across your portfolio.
  • Generate customer referrals and contribute to net-new opportunities.
  • Generate at least 8 expansion opportunities across your book of business.

Requirements

  • 7+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment
  • Required experience working with Credit Unions, financial institutions, or fintechs directly supporting core financial operations. Adjacent fintech experience is acceptable when closely tied to FI workflows.
  • Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
  • Proven success managing a portfolio of mid-market or enterprise B2B accounts (10-15 accounts max.)
  • Strong executive presence, with the ability to guide senior stakeholders through onboarding, strategic reviews, and difficult trade-offs.
  • 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.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementportfolio managementdata analysisbusiness strategyROI analysisonboarding processesexpansion opportunity identificationQBRsEBRsfinancial operations
Soft Skills
executive presencerelationship buildingresilienceadaptabilitybias to actionownership mindsetcommercial acumencollaborationinfluencingcommunication