Senior Manager, Customer Success

About the Role

As a Senior Manager, Customer Success, you’ll 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, and most of them in $200-400K range. These are complex, relationship-driven customers who rely on Clutch to power critical parts of their digital member experience.

You’ll drive post-implementation success , ensuring customers deploy new features, realize measurable value, and expand their partnership with Clutch. You’ll own outcomes across retention, expansion sourcing, and building scalable processes and playbooks across the CS org.

The ideal candidate is comfortable coaching CSMs on executive-level renewals while building repeatable frameworks that scale. You’ll work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment.

You’ll join as Clutch’s CS org evolves from a high-touch, fast-moving startup into a scalable, data-driven structure, shaping the playbooks and cadences that define our next stage of growth.

This is a remote role open to US-based candidates, with about 10% travel for customer visits and internal onsites.

About the Team

The Customer Success team is a distributed group of 10+, led by a manager and a Director, supporting CSMs across the US. We work closely with executives at Credit Unions of all sizes, guiding them through onboarding, adoption, and long-term growth.

Our culture is high-trust and high-accountability. We value progress over perfection and empower CSMs to take ownership of their portfolio while collaborating closely with product, implementation, and support. The people who thrive here are resilient, bring positive energy, and act with a bias to action in an environment that is still evolving.

With the company on a strong growth path, this is a chance to join at a pivotal moment and help shape how we deliver value to customers while growing into larger, more strategic accounts.

What You’ll Do

Within 3 months, you will:

• Step in to 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 your first process improvement initiatives, strengthening team consistency and predictability.

• Take over the first half the team, focused on mid-market CUs

Within 6 months, you will:

• Guide the team through high-stakes renewals with confident, predictable forecasting.

• Elevate executive-level storytelling and commercial readiness across the team’s largest accounts, ensuring consistent, confident representation in board or C-suite conversations

• 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.

• Take over full leadership over the team, including our Lighthouse accounts

Within 9 months, you will:

• 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.

What You’ll Bring

• 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