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Senior Customer Success Manager

Clutch· Success
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Remote$118k - $138kFull-timePosted 8mo ago

About the role

Enterprise Customer Success Manager responsible for a portfolio of ~12–15 mid-market Credit Union accounts, driving executive onboarding, adoption, value realization, and growth in a remote US-based role.

Responsibilities

  • 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 in-flight customers and transition them into post-implementation success management.
  • Establish “3 wide, 3 deep” relationships across accounts.
  • Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities.
  • Lead high-impact QBRs/EBRs with executive stakeholders, supported by data-driven insights into customer performance and opportunities.
  • Progress 4–5 qualified expansion opportunities with Account Executives.
  • Use customer data to surface actionable insights that drive adoption and executive alignment.
  • Be recognized as a trusted advisor delivering measurable business value.
  • Consistently drive deeper adoption across portfolio.
  • Work with sales to generate net-new opportunities through referrals.
  • Generate at least 8 expansion opportunities across the book of business.

Qualifications

  • 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
  • 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
  • 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, validates root causes with data
  • Strong collaboration skills with cross-functional teams, especially with product
  • 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

Skills

Required:Account managementExecutive relationship managementOnboarding and implementation leadershipData-driven decision making

Benefits

  • Remote Flexibility: Remote work from anywhere
  • Unforgettable Off-Sites: Twice a year in exciting destinations
  • Paid Time Off: Flexible PTO days yearly
  • Stock Options
  • Home Office Setup: Budget for home office essentials
  • Work Trip Budget
  • Health Coverage: Comprehensive health and dental insurance plans
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Clutch

Modern Loan and Deposit Onboarding Experiences Solutions for Credit Unions

Digitize and simplify loan and deposit origination - with guided experiences, built-in intelligence, and real-time automation that works in-branch, online, and anywhere in between

LoanDepositOnboardingFintech
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