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%).
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.
- Take ownership of a portfolio of 16–20 accounts, including several large customers in active onboarding.
- Build relationships with executive sponsors and key day-to-day contacts.
- Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures.
- Support adoption of core product capabilities and begin spotting areas for future expansion.
- Successfully complete onboarding for your in-flight customers and transition them into post-implementation success management.
- Establish "3 wide, 3 deep" relationships across your accounts.
- Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities.
- Lead high-impact QBRs/EBRs (onsite & virtual) with executive stakeholders, supported by data-driven insights into customer performance and opportunities.
- Identify and surface 2–3 expansion signals to your AE.
- Use customer data to surface actionable insights that drive adoption and executive alignment.
- Be recognized by your customers as a trusted advisor who delivers measurable business value.
- Consistently drive deeper adoption across your portfolio.
- Work with the sales team to generate net-new opportunities through referrals.
- Conduct whitespace analysis across your portfolio and develop identified opportunities jointly with your AE.
- Data-driven approach to customer success — you don't just track adoption metrics, you analyze trends, build ROI narratives with before/after data, and use those insights to drive executive conversations and customer decisions
- 2–4 years of experience as a Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting
- Proven success managing a portfolio of mid-market B2B accounts (about 10 to 20 accounts)
- Developing executive presence; comfortable engaging with director and VP-level contacts
- Resilience and adaptability when working with fragmented or less mature customer organizations
- Bias to action and ownership mindset, able to move initiatives forward in ambiguous environments while respecting process
- Commercial acumen with experience identifying and driving expansion opportunities
- Strong collaboration skills with a track record of working cross-functionally, especially with product, to deliver customer outcomes
- Technical fluency and ability to translate product capabilities into business value
- Background in financial services or other regulated industries strongly preferred; open to adjacent industries with experience managing complex, evolving organizations
- Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
This role requires:
- US-based, authorized to work without visa sponsorship
- 2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting
- Experience managing a mid-market portfolio (roughly 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise
- Willingness to travel up to 15%
If that's not you, this probably isn't the right fit — but we'd love to hear from you for future roles.
Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt. Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions.
Clutch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Our organization participates in E-Verify. Click here to learn about E-Verify.
We love AI. We use it often and encourage our team to creatively and effectively leverage AI tools in their work. If you join Clutch, we hope you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation.
That said, during the interview process, we want to hear your thoughts. Please approach interviews without the use of AI tools—our goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts!
Building connected end-to-end journeys across the suite of banking products. Deliver best-in-class digital origination experiences, whether it’s opening a new account or applying for a loan. Clutch's modern platform removes friction for both members and staff- unlocking growth, operational efficiency, and deeper relationships.
What We Solve For:
• Deposit Growth: From intuitive interfaces to state-of-the-art security features. Drive more deposits by making your account opening process quick & seamless, and increase your share-of-wallet.
• Loan Growth: Drive more new loan origination, refinance more existing loans, and convert more applicants to grow your market share.
• Ominchannel: Deliver the same quick & seamless experience to open memberships and deposits online or in-branch.
• Operational Efficiency: Reduce tedious back-office tasks with our integrations, allowing your staff to approve loans quicker and fund deposit accounts easier.
