Senior Manager, Customer Success

• 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
• Drive post-implementation success, ensuring customers deploy new features, realize measurable value, and expand their partnership with Clutch
• Own outcomes across retention, expansion sourcing, and building scalable processes and playbooks across the CS org
• Coach CSMs on executive-level renewals while building repeatable frameworks that scale
• Work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment
• Shape the playbooks and cadences that define our next stage of growth
• 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 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 across all portfolios
• Establish repeatable executive engagement programs owned by the team, maintaining strong coverage and strategic alignment
• Standardize core CS processes and playbooks across the org, supported by data-driven performance insights
• Be recognized as a key voice in evolving Customer Success operations and influencing cross-functional strategy

• 5+ years of people leadership experience in Customer Success or Account Management, ideally leading CSMs in post-implementation, B2B SaaS environments
• Expertise in fintech or other regulated, complex industries where success requires executive alignment, precision, and cross-functional coordination
• Experience leading CSMs who manage strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen
• Strength in coaching and talent development, building confident, accountable CSMs who own their outcomes
• 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 in a fast-paced, scaling environment
• Executive presence and storytelling ability, able to guide senior stakeholders through strategic and high-stakes conversations
• Bias to action and ownership mindset, moving initiatives forward amid ambiguity while maintaining strong team alignment
• Data fluency, with the ability to interpret team and customer data, identify trends, and drive continuous improvement
• Collaborative approach, working closely with Product, Support, and Professional Services to execute shared customer outcomes
• Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience
• Remote-first fluency with the ability to lead distributed teams effectively through clear communication and measurable accountability

Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience

• Remote Flexibility
• Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations
• Paid Time Off: Enjoy flexible PTO days yearly
• Stock Options
• 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