Director of Customer Success

About the Role

As the leader of our post-sale organization, you’ll be pivotal in shaping the future of how Clutch delivers value to our clients. Your mission is to establish Clutch as a trusted advisor within the Credit Union industry, driving measurable improvements in customer satisfaction, retention, and growth. You’ll optimize our Customer Success, Support, and Implementation teams, implement scalable strategies, and foster relationships that prepare us for exponential growth. This role is about building a world-class post-sale organization that clients see as indispensable to their success.

What You’ll Do

Within 3 months, you will:

• Have met with a critical number of clients to understand our business, the nuances of our relationships and what success means (to our clients).

• Have understood what it means to show up as a trusted advisor to our clients and put thought into what it would take to go from where we are to becoming a trusted advisor to all our clients.

• Have started to develop a strategy and framework that allow us to master the motion of land and expand with a growing diversity of pipeline and products vs. being overly focused on the day to day, fighting fires and renewals only.

• Have met and started to collaborate with your peers and started to form relationships.

• Have gotten to know your org and started to form relationships.

• Formed an opinion and are able to articulate whether our org structure in general and our ICs specifically are well positioned to deliver best-in-class value to our internal and external customers as we scale.

• Have learned enough to pinpoint gaps - with a specific focus on the technical side of our efforts - and are in a position to articulate tangible action items to address those.

• Be able to articulate metrics that describe the performance of the Implementation / Success / Support teams, drill those metrics down to an IC level and contrast our efforts with best-in-class.

• Have come up with a plan to address opportunities you came across.

Within 6 months, you will:

• Have implemented changes that has started to show measurable improvements to our KPIs.

• Have earned the trust of both our post-sale organization as well as your peers and formed the necessary relationships to be effective as a leader at Clutch.

• Have earned the trust of both our clients in implementation and our clients that are live on the platform.

• Have earned the trust of our strategic / channel partners and formed the necessary relationships to be effective as a leader of Clutch within the Credit Union industry.

Within 9 months, you will:

• Have prepared the organization for the exponential growth that carries the company from $35M to $100M.

• Have - in collaboration with the whole post-sale team - introduced a rhythm that does justice to our enterprise clients, is best-in-class across the best run SaaS companies and therefore earns Clutch the reputation of the best post-sale organization of any provider to the Credit Union industry.

• Have laid the foundation for and successfully planted the narrative in our clients minds that they’d be ecstatic to pay us north of $1M for all the products we’re going to build for them over time. Aka Clutch should become the Credit Union’s largest IT / software budget line item.

What You’ll Bring

• 10+ years leading and scaling a CS organization

• Leadership - Proven success in scaling Customer Success and Support teams, fostering high performance, and driving customer satisfaction in B2B or SaaS environments.

• Technical Expertise - Experience implementing complex solutions, managing integrations, and guiding clients through digital transformation.

• Operational Acumen - Strong ability to streamline processes, manage multi-tiered frameworks, and ensure scalability.

• Customer Focus - Skilled in building strategic relationships, managing large accounts, and driving impactful client partnerships.

• Analytical Skills - Data-driven problem solver with proficiency in CRM and customer success tools to optimize performance.

• Collaboration - Excellent communicator and cross-functional leader, aligning teams for a seamless customer journey.

• Talent Development - Expertise in attracting top talent and fostering a culture of growth and innovation.

Ple