Customer Success Manager

What is Clutch

Clutch is the leading global marketplace of business service providers featuring over 310000 B2B companies across 154 countries. Each month over a million business leaders use Clutch to find the right service providers for their needs. Clutch has been recognized by Inc Magazine as one of the 5000 fastest-growing companies in the United States for the past 6 consecutive years and has been listed in Deloittes North America Technology Fast 500.

Who We Are

Our global team of builders make our mission and growth possible. We come from many countries and believe that celebrating what makes us different creates a resilient and positive culture. Leading with empathy and an open mind are key to uncovering brilliant promote diversity equity and inclusion by weaving it in all of our processes from our hiring practices and benefits plans to our employee-led and executive-sponsored DE&I committee. Clutch has been recognized by workplace culture site Comparably as a best company for career growth work-life balance and diversity.

Who We Are Looking For

Customer Success teammates act as marketing consultants to B2B service providers on Clutch. Youll work directly with customers in a fast-paced environment delivering a strong onboarding experience resolving day-to-day inquiries and guiding customers through best practices throughout their lifecycle. The goal of this role is to help customers understand how to improve visibility and engagement and what actions drive long-term success on the platform.

Success in this role hinges on responsiveness organization curiosity and clear communication. This position requires the ability to manage multiple priorities while supporting team-level retention and revenue goals. Youll become an expert in Clutchs products processes and marketplace dynamics helping customers present themselves effectively and take the right next steps.

Youll also collaborate closely with Sales Account Management Accounting and Customer Experience teams escalating complex issues when needed to ensure a consistent and positive customer experience.

Responsibilities

• Onboard and support customers throughout their lifecycle including profile optimization and ongoing performance tracking
• Translate performance and analytics data into clear actionable recommendations that customers can implement
  • Bonus (not required) if experienced using Google Analytics 4 (GA4)
• Collaboration internally with the Account Manager or Sales teammates who own commercial relationships with clients. Your shared goal is long-term retention and sustainable marketplace growth
• Communicate clearly and professionally with customers via email and on live on-camera interactions and manage a high volume of customer interactions with strong prioritization responsiveness and follow-through
• Adaptable and flexible comfortable operating in a changing environment with evolving priorities and processes
• Tools: Google Workspace Hubspot Excel Slack Gong

Qualifications:

• Minimum 2 years of experience in customer service support and/or experience
• Demonstrated analytical skills attention to detail and quality assurance
• Proficient in organizational communication written and problem-solving skills
• Track record of working cross-functionally to develop ideas from the ground up and commitment to providing honest constructive feedback to peers
• Ability to work a hybrid schedule in the DC office

What Clutch Offers:

• 401(k) up to 5% Match 100% Immediate Vesting
• Cigna Medical Dental & Vision
• Life Insurance
• Short-Term and Long-Term Disability Benefits
• Fertility Benefits
• ComPsych Employee Assistance Program Ginger Mental Health Benefits and Talk Space On-Demand Mental Health Benefits
• Commuter Benefits
• Paid Time Off
• 15 vacation days 12 holidays 3 flexible holidays 2 community service days 2 mental health days
• While working in the office a well-stocked pantry fridge and bi-weekly catered lunches
• Structured Learning and Development Opportunities
• Business Casual Work Environment

We are pleased to offer a comprehensive range of benefits to our full-time employees which includes health life disability and retirement plans as well as paid time off for mental health community service along with vacation sick and safe leave and holidays. Additional benefits and incentives may also apply which will be communicated during the hiring process.

Salary at Clutch is determined based on factors such as relevant qualifications experience and the market. For this position we expect a base salary range of around $67500.

Clutch Co. is an Equal Employment Opportunity employer. We consider all qualified applicants without regard to race traits historically associated with race (including hair texture hair type and protective hairstyles) religion color national origin sex (including pregnancy childbirth reproductive health decisions or related medical conditions) sexual orientation gender identity gender expression age military or veteran status physical or mental disability personal appearance genetic information marital status political affiliation or activity credit information status as a victim or family member of a victim of domestic violence a sexual offense or stalking or any other characteristic protected by applicable law. Clutch participates in E-Verify.

Clutch Co. is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Applicants with disabilities are invited to advise Clutch Co. of any reasonable accommodations needed in the application process by contacting us at .

Required Experience:

Manager