Clutch

• Enhance the team’s capacity to deliver assigned stories by end of sprint • Cultivate Camaraderie: Ensure that Core Values are living and breathing throughout the project team and that these values are reflected within the QA assurance team and department. • Increase Velocity: Perform automated testing and API testing for complex applications and scenarios; locate and document edge cases by understanding the depth and intricacies of a project; assess possible risks and propose modifications to the acceptance criteria. • Expand Frameworks: Demonstrate proficiency at automation, API testing, or accessibility testing principles and solutions. • Increase Velocity: Enhance the team's capacity by documenting plans to anticipated risks/blockers, advancing best practices, and mentoring peers and more junior team members. • Guide Development: Serve as a technical SME in the sprint, ensuring successful delivery of the sprint commitment by prioritizing testing efforts, enhancing acceptance criteria, etc. • Evaluate Skills: Conduct recruiting interviews and analyze candidates to ensure successful hiring/contracting. • Demonstrate Expertise: Present robust testing plans, metrics, and other valuable insight and direction during sprint review meetings; propose solutions and improvements to clients that improve our ability to deliver value. • Key Activities: Ensuring the team understands acceptance criteria, tracking daily progress, limit team’s QA kickback, deliver stories as assigned, find opportunities to increase capacity and velocity.

• Take ownership of the ML API that serves NBA recommendations, partnering with the data engineer who's been building it, and harden it for low-latency production traffic. • Ship your first agent tool contract end-to-end: schema design, handler implementation, structured-error contract, unit tests, deployed via HAL's runtime. • Set up the eval foundation for our agents: golden transcripts, rubric-based judges, regression suites that run on every prompt or model change. • Build a working relationship with HAL and become the data team's go-to on agent infrastructure decisions. • Be the primary owner (with data engineer support) of the ML API and the agent tool layer that wraps NBA and our ML models. • Have shipped at least one production-grade agent (customer-facing or partner-facing) with prompt versioning, evals, observability, and multi-tenant gating in place. • Define the data team's playbook for shipping a new ML model as an LLM-callable tool, end-to-end. • Mentor the data engineers on ML/AI patterns so they can confidently support and extend the systems you own. • Operate as the technical lead within the data team for NBA production AI at Clutch — the person other teams come to when they want to understand how NBA ships ML and agents responsibly. • Have measurably improved agent cost and latency (target: 30%+ reduction on P95 latency or per-conversation cost on at least one agent). • Be shaping the data team's roadmap for the next generation of ML and AI products, in partnership with the PM and data scientist. • Help us decide what to hire next as the team scales.

• Quickly assess Clutch's legal tech stack — including our CLM platform and trust center — and identify early improvements • Independently manage due diligence requests from vendors and credit union partners, applying your existing experience to respond accurately and with sound judgment • Build relationships across the organization to understand where information lives and who owns it • Own contract intake and tracking in the CLM from day one, bringing structure and process rigor to an existing system • Independently manage due diligence requests, exercising sound judgment about what to share and when to escalate • Take ownership of trust center maintenance, keeping documents current, and tracking renewal deadlines • Actively support the sales team during contract redline reviews by identifying issues and flagging concerns • Develop working familiarity with the regulatory and compliance environment relevant to our credit union partners • Proactively monitor contract and compliance document expiration dates and own the deadline-tracking process end-to-end • Help identify and implement process improvements that make the legal team more efficient • Serve as a knowledgeable, trusted resource for internal teams on legal operations and contract-related questions • Take on greater ownership of cross-functional legal projects with increased autonomy.

• As a Senior Backend Software Engineer on the DAO team, you will design, build, and maintain scalable systems that deliver a first-class experience for both Credit Union members and staff. • You'll own problems end-to-end: from understanding business requirements and making architectural tradeoffs, to shipping reliable solutions with minimal oversight. • Collaborate closely with Product and Design teams, as well as external partners, enhancing skills beyond engineering, such as communication, product thinking, and negotiation. • Ensure high-quality code, enabling efficient delivery of features and improvements. • Write elegant, efficient, and testable code that is easy to maintain and debug. • Own medium-to-large features from technical design through to production. • Proactively identify and address technical debt or reliability gaps in your area. • Continuously improve the team’s processes, brainstorm ideas, and communicate statuses and progress.

Role Description Clutch is a vertical SaaS company backed by Andreessen Horowitz (a16z), building software that turns Credit Unions into FinTech lenders. You'll own a portfolio of ~16–20 mid-market Credit Union accounts ($30K–$200K ARR each), spanning executive onboarding through post-implementation success. - Drive alignment during executive onboarding and ensure long-term success post-implementation. - Manage multiple stakeholders with autonomy and urgency. - Translate product usage into clear ROI narratives for Director and VP-level sponsors. - This is a remote role open to US-based candidates with approximately 15% travel. Qualifications - 2–4 years of experience as a Customer Success Manager or in a 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. Requirements - 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%. Benefits - Opportunity to shape customer engagement processes. - High-trust and high-accountability culture. - Empowerment to take ownership of your portfolio. - Collaboration with product, implementation, and support teams.

• Complete a full audit of infrastructure, security posture, vendor accounts, and IT operations. Identify gaps and quick wins. • Take ownership of all vendor relationships and complete account transfers from the previous director. • Establish your working relationship with every engineering team, Finance, Legal, and Customer Success. • Assess and strengthen incident response protocols and cybersecurity monitoring (Datadog SIEM, Cloudflare). • Evaluate and stabilize IT operations, including support SLAs and the endpoint management program. • Drive vendor rationalization. We have 30+ tools identified for review ($229K in immediate cuts, $1.2M under evaluation). Own the decision-making and execution. • Implement improvements to our compliance program (SOC 2 Type II, GLBA) and own the next audit cycle. • Optimize cloud infrastructure costs and performance across our AWS organization (multiple accounts, ECS Fargate, Aurora PostgreSQL). • Improve sandbox and environment management for customer implementations. Credit unions need secure, reliable sandbox environments for onboarding. • Define and begin executing on the team structure and hiring plan for your org. • Have a fully staffed and operating Platform Engineering org with clear ownership boundaries. • Advance cloud security and data protection strategies, including improvements to per-partner data segregation and encryption (AES-256, FIPS 140-2 Level 3). • Lead a company-wide security awareness program and foster a security-first culture across engineering. • Drive automation and tooling improvements that measurably reduce toil for the broader engineering org. • Own and present the platform roadmap, including infrastructure scaling strategy for the next 12 months.

• Enhance the team’s capacity to deliver assigned stories by end of sprint • Deliver Value: Develop software features for relatively complex features with the support of more senior engineers during AgileDev engagements and address defects and enhancement requests. • Develop Collaboratively: Participate in successful Agile delivery by seeking guidance, raising concerns, advancing best practices, identifying blockers, and mentoring peers and more junior team members. • Become Fullstack: Demonstrate competency at two of the following: building attractive user interfaces, building data driven REST APIs, administering databases/cloud/servers. • Communicate Value: Collaborate with client stakeholders during sprint planning to finalize and document technical approach with user stories as subtasks. Discuss (not just accept) requirements, iterate. Communicate status. • Key Activities: Ensuring the team understands acceptance criteria, tracking daily progress, limit team’s QA kickback, deliver stories as assigned, find opportunities to increase capacity and velocity.

• Enhance the team’s capacity to deliver assigned stories by end of sprint • Cultivate Camaraderie: Ensure that Core Values are living and breathing throughout the project team. • Deliver Value: Develop features requiring a novel technical design and act as a mentor to more junior developers through ad-hoc collaboration and structured code reviews. • Increase Velocity: Enhance the team’s capacity by documenting plans to anticipated risks/blockers, advancing best practices, and mentoring peers and more junior team members. • Guide Development: Serve as technical SME in the sprint, ensuring successful delivery of the sprint commitment by managing pipelines, environments, and oversight of key deliverables. • Demonstrate Expertise: Present technical and sprint demos, such as completed API methods and automated deployment processes during sprint review meetings. • Expand Frameworks: Demonstrate proficiency at two of the following: building attractive user interfaces, building data driven REST APIs, administering databases/cloud/servers.

• Enhance the team’s capacity to deliver assigned stories by end of sprint. • Ensure that Core Values are living and breathing throughout the project team and that these values are reflected within the QA assurance team and department. • Perform automated testing and API testing for complex applications and scenarios; locate and document edge cases by understanding the depth and intricacies of a project; assess possible risks and propose modifications to the acceptance criteria. • Demonstrate proficiency at automation, API testing, or accessibility testing principles and solutions. • Enhance the team's capacity by documenting plans to anticipated risks/blockers, advancing best practices, and mentoring peers and more junior team members. • Serve as a technical SME in the sprint, ensuring successful delivery of the sprint commitment by prioritizing testing efforts, enhancing acceptance criteria, etc. • Conduct recruiting interviews and analyze candidates to ensure successful hiring/contracting. • Present robust testing plans, metrics, and other valuable insight and direction during sprint review meetings; propose solutions and improvements to clients that improve our ability to deliver value.

• Enhance the team’s capacity to deliver assigned stories by end of sprint. • Develop software features for relatively complex features with the support of more senior engineers during AgileDev engagements and address defects and enhancement requests. • Participate in successful Agile delivery by seeking guidance, raising concerns, advancing best practices, identifying blockers, and mentoring peers and more junior team members. • Demonstrate competency at two of the following: building attractive user interfaces, building data driven REST APIs, administering databases/cloud/servers. • Collaborate with client stakeholders during sprint planning to finalize and document technical approach with user stories as subtasks. Discuss (not just accept) requirements, iterate. Communicate status. • Ensuring the team understands acceptance criteria, tracking daily progress, limit team’s QA kickback, deliver stories as assigned, find opportunities to increase capacity and velocity.