Clutch is hiring a Senior Manager, Customer Success to lead a team of six experienced CSMs serving our mid-market and Lighthouse Credit Unions, including our largest and most strategic customers. In this role, you will drive post-implementation success, ensure customers deploy new features and realize value, and own outcomes across retention and expansion while building scalable processes.
What You'll Do
- Lead a team of six CSMs serving mid-market and Lighthouse Credit Unions.
- Drive post-implementation success, ensuring customers deploy new features, realize measurable value, and expand their partnership.
- Own outcomes across retention, expansion sourcing, and building scalable processes and playbooks.
- Coach CSMs on executive-level renewals while building repeatable frameworks.
- Work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment.
- Quarterback challenging customer situations, earning trust from team and senior stakeholders.
- Implement operating cadences and take full ownership of the team’s KPIs and forecasting accuracy.
- Identify and lead process improvement initiatives, strengthening team consistency and predictability.
- Guide the team through high-stakes renewals with confident, predictable forecasting.
- Elevate executive-level storytelling and commercial readiness across the team’s largest accounts.
- 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.
- Refine and scale the product-deployment motion, ensuring consistent rollout success.
- Establish repeatable executive engagement programs owned by the team.
- Standardize core CS processes and playbooks across the org, supported by data-driven performance insights.
What We're Looking For
- 5+ years of people leadership experience in Customer Success or Account Management.
- Experience leading CSMs in post-implementation, B2B SaaS environments.
- Expertise in fintech or other regulated, complex industries requiring executive alignment and cross-functional coordination.
- Experience leading CSMs who manage strategic or enterprise-level customers.
- Strength in coaching and talent development, building confident, accountable CSMs.
- 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.
- Executive presence and storytelling ability to guide senior stakeholders through strategic conversations.
- Bias to action and ownership mindset, moving initiatives forward amid ambiguity.
- Data fluency, with the ability to interpret team and customer data, identify trends, and drive improvement.
- Collaborative approach, working closely with Product, Support, and Professional Services.
- Remote-first fluency with the ability to lead distributed teams effectively through clear communication and measurable accountability.
Nice to Have
- Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience.
Team & Environment
You will lead a distributed group of 10+, reporting to the Director of Customer Success. The team is a distributed group supporting CSMs across the US.
Benefits & Compensation
- Remote Flexibility
- Unforgettable Off-Sites twice a year
- Flexible Paid Time Off
- Stock Options
- Home Office Setup budget
- Work Trip Budget for work-related trips and co-working
- Comprehensive health and dental insurance plans
Work Mode
This is a remote position open to candidates located in the US.
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.
