CustomerSuccessManager

ABOUT THE ROLE Clutch is a vertical SaaS company backed by Andreessen Horowitz (a16z), building software that turns Credit Unions into FinTech lenders. We're at 98% logo retention, top-quartile NRR, and have doubled revenue two years running — so this isn't a firefighting role. You'll own a portfolio of ~16–20 mid-market Credit Union accounts ($30K–$200K ARR each), spanning executive onboarding through post-implementation success. The opportunity here is to build: processes are still forming, and you'll shape how we engage customers, not just follow a playbook. 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 manages multiple stakeholders across their portfolio with autonomy, drives adoption with urgency, and translates product usage into clear ROI narratives that move conversations forward with Director and VP-level sponsors. This is a remote role open to US-based candidates with a small share of travel (approx. 15%). ABOUT THE TEAM The Customer Success team is a distributed group of 10+, led by two managers 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: - Take ownership of a portfoli