Senior Customer Success Manager

Clutch

Enterprise Customer Success Manager managing 12–15 mid-market accounts for a SaaS company. Leading onboarding and driving long-term success with complex B2B clients.

Posted 7/3/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Take ownership of a portfolio of 12–15 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
Progress 4–5 qualified expansion opportunities, together with our Account Executives
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
Generate at least 8 expansion opportunities across your book of business.

Requirements

What you’ll need

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 book of 10-20 highly complex B2B accounts, six figures in ARR each, where success depends on navigating fragmented decision-making, not managing high-volume transactional relationships
Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews
Comfortable holding a point of view with senior stakeholders and pushing back constructively when the evidence supports it; doesn't confuse keeping the peace with doing right by the customer
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
Advises customers rather than just serving them: gets to root cause before proposing solutions, backs recommendations with data, and isn't afraid to challenge a customer's assumptions when needed
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

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS ExperienceExpansion Opportunity IdentificationOnboarding ManagementPerformance Metrics AnalysisTechnical Fluency

Soft Skills

Relationship BuildingResilienceAdaptabilityBias to ActionConstructive Communication