Customer Success Manager at Withclutch

ABOUT THE ROLE As a Customer Success Manager (CSM), you will own a portfolio of ~16–20 mid-market accounts, typically valued between $30K–$200K ARR each. These are complex, relationship-driven customers, all of them Credit Unions. This role spans both executive onboarding during implementation (driving alignment, ensuring the customer is set up for long-term success) and post-implementation success (ongoing adoption, value realization, and growth). The ideal candidate manages multiple stakeholders across their portfolio with autonomy, drives adoption with urgency, and translates product usage into clear ROI narratives that move conversations forward with Director and VP-level sponsors. This is a remote role open to US-based candidates with a small share of travel (approx. 15%) ABOUT THE TEAM The Customer Success team is a distributed group of 10+, led by two managers and a Director, supporting CSMs across the US. We work closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth. Our culture is high-trust and high-accountability. We value progress over perfection and empower CSMs to take ownership of their portfolio while collaborating closely with product, implementation, and support. The people who thrive here are resilient, bring positive energy, and act with a bias to action in an environment that is still evolving. With the company on a strong growth path, this is a chance to join at a pivotal moment and help shape how we deliver value to customers while growing into larger, more strategic accounts. What You’ll Do Within 3 months, you will: - 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. Within 6 months, you will: - 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 Within 9 months, you will: - 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 What You’ll Bring - 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 - 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) - 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 - Data fluency, with the ability to interpret customer and operational data, identify trends, and craft ROI narratives with before/after metrics - 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 About Us Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt.  Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions. Clutch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our organization participates in E-Verify. Click here [Upgrade to PRO to see link] to learn about E-Verify. A Note About AI at Clutch We love AI. We use it often and encourage our team to creatively and effectively leverage AI tools in their work. If you join Clutch, we hope you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. That said, during the interview process, we want to hear your thoughts. Please approach interviews without the use of AI tools—our goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts!