Customer Success Manager

Clutch

. Take ownership of a portfolio of 16–20 accounts, including several large customers in active onboarding.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Take ownership of a portfolio of 16–20 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.
Identify and surface 2–3 expansion signals to your AE.
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.
Conduct whitespace analysis across your portfolio and develop identified opportunities jointly with your AE.

Requirements

What you’ll need

2–4 years of experience as a Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting
Proven success managing a portfolio of mid-market B2B accounts (about 10 to 20 accounts)
Developing executive presence; comfortable engaging with director and VP-level contacts
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
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
Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
US-based, authorized to work without visa sponsorship
2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting
Experience managing a mid-market portfolio (roughly 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise

Benefits

Comp & perks

Health insurance
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementportfolio managementdata analysiswhitespace analysisonboardingexpansion opportunity identificationB2B salestechnical fluencySaaSFintech

Soft Skills

executive presenceresilienceadaptabilitybias to actionownership mindsetcollaborationcommunicationrelationship buildingproblem-solvingtrustworthiness