Clutch · 2 months ago
Senior Manager, Customer Success
United States
Full-time
Hybrid
Senior Level
5+ years expClutch is a revolutionary vertical SaaS company focused on enhancing the relationship between Credit Unions and their members. The Senior Manager, Customer Success will lead a team of Customer Success Managers, ensuring customer satisfaction and driving post-implementation success for strategic accounts.
FinanceFinancial ServicesFinTech
Responsibilities
Step in to quarterback challenging customer situations, earning trust from both your team and senior stakeholders
Implement operating cadences and take full ownership of the team’s KPIs and forecasting accuracy
Identify and lead your first process improvement initiatives, strengthening team consistency and predictability
Take over the first half the team, focused on mid-market CUs
Guide the team through high-stakes renewals with confident, predictable forecasting
Elevate executive-level storytelling and commercial readiness across the team’s largest accounts, ensuring consistent, confident representation in board or C-suite conversations
Launch new playbooks and standardized motions that improve adoption, expansion sourcing, and customer engagement
Strengthen collaboration with Product, Support, and Professional Services to align on rollout priorities and success metrics
Take over full leadership over the team, including our Lighthouse accounts
Refine and scale the product-deployment motion, ensuring consistent rollout success across all portfolios
Establish repeatable executive engagement programs owned by the team, maintaining strong coverage and strategic alignment
Standardize core CS processes and playbooks across the org, supported by data-driven performance insights
Be recognized as a key voice in evolving Customer Success operations and influencing cross-functional strategy
Qualification
Required
5+ years of people leadership experience in Customer Success or Account Management, ideally leading CSMs in post-implementation, B2B SaaS environments
Expertise in fintech or other regulated, complex industries where success requires executive alignment, precision, and cross-functional coordination
Experience leading CSMs who manage strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen
Strength in coaching and talent development, building confident, accountable CSMs who own their outcomes
Proven success in renewal and expansion mechanics, including forecasting, pipeline management, and joint sales motions
Strong operational skills, capable of bringing clarity and structure to evolving processes in a fast-paced, scaling environment
Executive presence and storytelling ability, able to guide senior stakeholders through strategic and high-stakes conversations
Bias to action and ownership mindset, moving initiatives forward amid ambiguity while maintaining strong team alignment
Data fluency, with the ability to interpret team and customer data, identify trends, and drive continuous improvement
Collaborative approach, working closely with Product, Support, and Professional Services to execute shared customer outcomes
Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience
Remote-first fluency with the ability to lead distributed teams effectively through clear communication and measurable accountability
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.
Company
Clutch
Clutch transforms Credit Unions into FinTechs, enhancing loan and deposit onboarding.
51-200 employees
H1B Sponsorship
Clutch has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
Funding
Current Stage
Growth StageTotal Funding
$106MKey Investors
Alkeon Capital
2025-01-23Series B· $65M
2021-04-01Series A· $41M
2020-08-19Seed
Leadership Team
Nicholas Hinrichsen
CEO / Co-Founder
Recent News
2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
2025-12-02
Company data provided by crunchbase