Strategic Customer Success Manager

About the Role

As a Senior Customer Success Manager, you’ll be at the forefront of guiding and advising Clutch’s customers. In this multifaceted role, you’ll serve as a mentor, project leader, consultant, and product expert, all while focusing on helping our customers optimize their member onboarding and lending processes. Your efforts will be crucial in ensuring their success with Clutch’s platform, driving meaningful outcomes and lasting partnerships.

As a Senior Customer Success Manager on the Strategic team at Clutch, you will focus on executive onboarding, change management, success planning, and strategic collaboration. This segment handles Credit Unions with over 75k members that may not yet meet the $1M ARR threshold. Your book of business will consist of 10–15 accounts, representing $3–4 million in ARR:

1. Executive Onboarding & Partnership:

   • Lead the onboarding of executive stakeholders, ensuring they are fully equipped to leverage Clutch’s platform.

   • Build strong relationships with executives, aligning our solutions with their strategic goals.

2. Change Management During Implementation:

   • Serve as a strategic partner for Implementation Engineers and Engagement Managers during onboarding, acting as a product strategist.

   • Help credit unions adopt new processes, guiding them through change management while uncovering and advising on new product needs.

3. Success Planning:

   • Collaborate with customers to create and maintain success plans that outline key milestones and goals.

   • Adjust plans regularly to meet evolving business needs and ensure alignment with customer objectives.

4. Product Optimization with Technical Account Managers:

   • Partner with Technical Account Managers to tailor Clutch’s platform to each customer’s specific needs.

   • Leverage your technical and domain acumen to dive deep into customer use cases, considering regulatory compliance and the unique characteristics of credit unions of all sizes.

5. Executive Business Reviews:

   • Prepare and lead executive business reviews, both remotely and onsite, providing strategic insights and recommendations.

   • Engage in high-level discussions to identify growth opportunities and deepen the partnership.

6. Proactive Renewal Collaboration:

   • Collaborate with account management to address renewals well ahead of time, identifying expansion opportunities and reinforcing Clutch’s value

About the Team

At Clutch, our Customer Success team is celebrated for its exceptional performance and the consistently glowing feedback from our clients. We are a dynamic, supportive group that thrives on collaboration, innovation, and an unwavering commitment to continuous improvement.

Clutch fosters a fast-paced, innovative, and inclusive culture where curiosity and initiative are highly valued. We seek out self-starters who are eager to elevate themselves and their colleagues every day. Within our Customer Success organization, and across our cross-functional teams, we operate as a united front—striving to be smart, humble, hardworking, and above all, deeply collaborative.

What You’ll Do

Within 3 months, you will:

• Develop a solid understanding of Clutch’s platform, processes, and the customer landscape.

• Establish strong relationships with key customers and internal teams.

• Begin leading executive onboarding and contributing to change management and product strategy discussions.

Within 6 months, you will:

• Take on full responsibility for customer onboarding, partnering closely with Implementation Engineers and Engagement Managers.

• Lead collaborative efforts in product optimization, diving deep into customer use cases, and ensuring compliance and alignment with credit union needs.

• Successfully conduct your first executive business reviews, demonstrating strategic insights and success planning capabilities.

Within 9 months, you will:

• Fully own and lead customer success initiatives, from onboarding and implementation to product optimization and strategic reviews.

• Exhibit deep expertise in managing renewals, identifying expansion opportunities, and reinforcing the value of Clutch’s platform.

• Act as a trusted advisor to executives, consistently driving impactful, long-term customer success and enhancing Clutch’s strategic partnerships.

What You’ll Bring

• 5 to 7+ years of relevant experien