Engagement Managers are the driving force behind Credit Union onboarding at Clutch, owning the end-to-end success of implementation projects from kickoff through go-live. This is a builder's role: you'll operate with a high degree of autonomy, defining structure and process where it doesn't yet exist rather than waiting for it to be handed to you. You'll bring a consultative approach to every engagement: diagnosing what a customer actually needs, not just what they ask for, and prescribing the right path forward with confidence.
Partnering closely with Implementation Engineers and internal and external project teams, you'll translate a customer's business objectives into an executable plan and hold every work stream accountable to it.
About the Team
What You’ll Do
You'll drive the full project management lifecycle for a portfolio of onboarding projects: developing project plans and work breakdown structures, running status reporting and communication cadences with executive sponsors, and proactively identifying and mitigating implementation risk before it threatens a timeline or relationship. You'll approach each engagement consultatively, backed by strong product instincts, not just process expertise.
You'll hold cross-functional project teams accountable to milestones and quality standards through credibility and influence, and you'll help build the methodologies that raise the bar for the broader Implementation team as Clutch's product and customer base grow. You'll be expected to bring your own judgment to ambiguous situations, build structure from scratch, and move forward without waiting for a playbook to catch up to you.
Within 1 month, you will:
Ramp into Clutch's implementation methodology and the credit union/banking domain, building the fundamentals for driving customer outcomes through principled judgment rather than a fixed playbook
Begin managing your first engagements, understanding each customer's business objectives and current project status
Establish initial rapport with customer stakeholders and your internal project team partners
Get oriented on the full portfolio you'll own and how it's currently tracking against milestones
Within 3 months, you will:
Drive onboarding efforts across your full portfolio of customers, partnering with the project team to prescribe best-practice recommendations that achieve each customer's business goals
Develop detailed project plans and work breakdown structures that create urgency and hold both client and internal project teams accountable to milestone dates and work quality
Produce weekly status reporting and communication plans for executive sponsors and internal/external project teams
Proactively identify implementation risks and mitigate them before they impact timelines or satisfaction
Build strong, trust-based relationships with customer stakeholders
Bring clarity and structure to ambiguous or undefined situations without needing to be told how
Within 6 months, you will:
Execute implementation projects in close partnership with clients' executive-level sponsors, driving milestone meetings (onsite and virtual) and developing new project artifacts as needed
Track detailed scope of engagement, working with customers to estimate and execute change orders when scope shifts
Develop deep credit union domain and product expertise, becoming a trusted thought leader who prescribes solutions rather than just facilitates process
Coach and mentor project team members to raise the bar on the team, both internally and with the client
Actively contribute to the practices and methodologies that help the Implementation team scale
What You’ll Bring
5+ years of experience in engagement management, professional services, or implementation project management, ideally within enterprise SaaS or fintech
A consultative background with experience diagnosing underlying business problems to prescribe pragmatic recommendations rather than just executing what's asked
Strong product instincts with genuine curiosity to develop real depth on the Clutch platform, enough to guide customers with authority rather than defer to others on product questions
Proven track record independently owning a full implementation or project lifecycle, including making tradeoff and sequencing calls yourself, not just executing a plan someone else scoped
A builder's mentality: genuinely energized by creating structure and process where none exists yet, rather than needing an established playbook
Comfort operating with significant autonomy and limited formal support; a "figure it out" instinct paired with the judgment to know when to ask for help
A mindset of using AI as a working tool to continuously sharpen your own process and project execution, not just as a novelty
Demonstrated ability to hold cross-functional partners accountable to deliverables and quality without formal authority over them
Executive-level stakeholder management: comfortable building trust and communicating with VP and C-level customer stakeholders as an advisor, not just a project executor
Hands-on experience with enterprise software implementation across both waterfall and agile methodologies
Sound judgment on risk and scope
Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.
What's In It For You?
Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.
About Us
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.
Listed by Clutch for a position based in the United States. Employers on this board attest they are hiring domestically.
Senior Customer Success Manager
Location
United States
Employment Type
Full time
Location Type
Remote
Department
Success
Overview
Application
About the Role
As an Enterprise Customer Success Manager (CSM), you will own a portfolio of ~12–15 mid-market accounts, typically valued between $100K–$300K ARR each. These are complex, relationship-driven customers, all of them Credit Unions.
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 is comfortable moving between tactical execution (helping customers through technical challenges in tandem with our Implementation Engineers) and strategic partnership (advising executives on how to unlock value at scale).
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 portfolio of 12–15 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.
Within 6 months, you will:
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
Progress 4–5 qualified expansion opportunities, together with our Account Executives
Use customer data to surface actionable insights that drive adoption and executive alignment
Within 9 months, you will:
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
Generate at least 8 expansion opportunities across your book of business.
What You’ll Bring
5+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting
Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
Proven success managing a book of 10-20 highly complex B2B accounts, six figures in ARR each, where success depends on navigating fragmented decision-making, not managing high-volume transactional relationships
Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews
Comfortable holding a point of view with senior stakeholders and pushing back constructively when the evidence supports it; doesn't confuse keeping the peace with doing right by the customer
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
Advises customers rather than just serving them: gets to root cause before proposing solutions, backs recommendations with data, and isn't afraid to challenge a customer's assumptions when needed
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
Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.
What’s In It For You?
Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.
About Us
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.
A Note About AI at Clutch
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!
Apply for this Job
Powered by
Privacy PolicySecurityVulnerability Disclosure
Listed by Clutch for a position based in the United States. Employers on this board attest they are hiring domestically.
Select a role
The full posting opens here — pay, setting and the full description, without leaving the list.