Senior Manager, Customer Success

Senior Manager, Customer Success

About the Role

As a Senior Manager, Customer Success, you'll lead a team of six experienced CSMs serving mid-market and Lighthouse Credit Unions, including several of Clutch's largest and most strategic customers with contracts up to and above $1M+ ARR, and most of them in $200-400K range. These are complex, relationship-driven customers who rely on Clutch to power critical parts of their digital member experience.

You'll drive post-implementation success, ensuring customers deploy new features, realize measurable value, and expand their partnership with Clutch. You'll own outcomes across retention, expansion sourcing, and building scalable processes and playbooks across the CS org.

The ideal candidate is comfortable coaching CSMs on executive-level renewals while building repeatable frameworks that scale. You'll work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment.

You'll join as Clutch's CS org evolves from a high-touch, fast-moving startup into a scalable, data-driven structure, shaping the playbooks and cadences that define our next stage of growth.

This is a remote role open to US-based candidates, with about 10% travel for customer visits and internal onsites.

About the Team

The Customer Success team is a distributed group of 10+, led by a manager 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 :

• 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.

Within 6 months, you will :

Within 9 months, you will :

What You'll Bring

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?

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 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 toolsour goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts!