Customer Success Manager, Enterprise Job at Clutch

Job Description

As an Enterprise Customer Success Manager (CSM), you will own a portfolio of ~12–15 mid-market accounts, typically valued between $100K–$300K 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 is comfortable moving between tactical execution (helping customers through technical challenges in tandem with our Implementation Engineers) and strategic partnership (advising executives on how to unlock value at scale). This is a remote role open to US-based candidates with a small share of travel (approx. 15%)

Job Responsibility

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 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
Progress 4–5 qualified expansion opportunities, together with our Account Executives
Use customer data to surface actionable insights that drive adoption and executive alignment
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
Generate at least 8 expansion opportunities across your book of business

Requirements

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 portfolio of mid-market B2B accounts (about 10 to 20 accounts)
Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews
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 deliver insights that shape strategy and outcomes
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

What we offer

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

Clutch - All Job Offers

Select Country

Customer Success Manager, Enterprise

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?