Strategic Customer Success Manager

About the Role

As a Senior Customer Success Manager, you’ll be at the forefront of guiding and advising Clutch’s customers. In this multifaceted role, you’ll serve as a mentor, project leader, consultant, and product expert, all while focusing on helping our customers optimize their member onboarding and lending processes. Your efforts will be crucial in ensuring their success with Clutch’s platform, driving meaningful outcomes and lasting partnerships.

As a Senior Customer Success Manager on the Strategic team at Clutch, you will focus on executive onboarding, change management, success planning, and strategic collaboration. This segment handles Credit Unions with over 75k members that may not yet meet the $1M ARR threshold. Your book of business will consist of 10–15 accounts, representing $3–4 million in ARR:

1. Executive Onboarding & Partnership:

   • Lead the onboarding of executive stakeholders, ensuring they are fully equipped to leverage Clutch’s platform.

   • Build strong relationships with executives, aligning our solutions with their strategic goals.

2. Change Management During Implementation:

   • Serve as a strategic partner for Implementation Engineers and Engagement Managers during onboarding, acting as a product strategist.

   • Help credit unions adopt new processes, guiding them through change management while uncovering and advising on new product needs.

3. Success Planning:

   • Collaborate with customers to create and maintain success plans that outline key milestones and goals.

   • Adjust plans regularly to meet evolving business needs and ensure alignment with customer objectives.

4. Product Optimization with Technical Account Managers:

   • Partner with Technical Account Managers to tailor Clutch’s platform to each customer’s specific needs.

   • Leverage your technical and domain acumen to dive deep into customer use cases, considering regulatory compliance and the unique characteristics of credit unions of all sizes.

5. Executive Business Reviews:

   • Prepare and lead executive business reviews, both remotely and onsite, providing strategic insights and recommendations.

   • Engage in high-level discussions to identify growth opportunities and deepen the partnership.

6. Proactive Renewal Collaboration:

   • Collaborate with account management to address renewals well ahead of time, identifying expansion opportunities and reinforcing Clutch’s value

About the Team

At Clutch, our Customer Success team is celebrated for its exceptional performance and the consistently glowing feedback from our clients. We are a dynamic, supportive group that thrives on collaboration, innovation, and an unwavering commitment to continuous improvement.

Clutch fosters a fast-paced, innovative, and inclusive culture where curiosity and initiative are highly valued. We seek out self-starters who are eager to elevate themselves and their colleagues every day. Within our Customer Success organization, and across our cross-functional teams, we operate as a united front—striving to be smart, humble, hardworking, and above all, deeply collaborative.

What You’ll Do

Within 3 months, you will:

• Develop a solid understanding of Clutch’s platform, processes, and the customer landscape.

• Establish strong relationships with key customers and internal teams.

• Begin leading executive onboarding and contributing to change management and product strategy discussions.

Within 6 months, you will:

• Take on full responsibility for customer onboarding, partnering closely with Implementation Engineers and Engagement Managers.

• Lead collaborative efforts in product optimization, diving deep into customer use cases, and ensuring compliance and alignment with credit union needs.

• Successfully conduct your first executive business reviews, demonstrating strategic insights and success planning capabilities.

Within 9 months, you will:

• Fully own and lead customer success initiatives, from onboarding and implementation to product optimization and strategic reviews.

• Exhibit deep expertise in managing renewals, identifying expansion opportunities, and reinforcing the value of Clutch’s platform.

• Act as a trusted advisor to executives, consistently driving impactful, long-term customer success and enhancing Clutch’s strategic partnerships.

What You’ll Bring

• 5 to 7+ years of relevant experience in a customer-facing role within customer success, account management, or strategic consulting. SaaS experience is essential.

• Domain expertise in the finance industry or experience with highly regulated industries and complex solutions is highly preferred and a key differentiator.

• 2+ years of technical account management, consulting, or technical background, with a strong ability to simplify complexity for large accounts. This includes effectively communicating with client stakeholders and aligning internal teams such as Product, Engineering, and Leadership to drive success in complex, high-stakes environments is highly preferred.

• 2+ years of sales or account management experience in a quota-carrying role, with a proven ability to achieve targets.

• Experience supporting deployments with large enterprise customers, especially within complex and regulated environments.

• Project management is a core strength, with experience in leveraging internal resources and stakeholders to meet deadlines in a multifaceted organization.

• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, as well as day-to-day users of the software.

• Experience in enterprise solution sales environments and the ability to partner not only with account executives but also with technical stakeholders and product managers to drive the development and closure of sales opportunities.

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and product adoption.

• Proficient at understanding complex use cases for highly technical products and translating them into actionable strategies for customers.

• Effective at facilitating executive meetings and workshops for larger audiences, ensuring alignment on strategic goals.

• Skilled in navigating customer organizational structures to identify and build relationships with key stakeholders and champions.

• Strong communication skills with the ability to navigate conflict, foster honest dialogue, and drive action-oriented meetings.

• Consistent track record of providing professional customer service in a dynamic, start-up environment, with a focus on long-term customer success and satisfaction.

Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.

What’s In It For You?

• 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.

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.

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