Role Description This role offers a strategic leadership opportunity to drive customer success outcomes at scale while managing and developing high-performing teams. You will play a critical role in shaping customer engagement strategies, ensuring retention, and maximizing long-term value across a diverse portfolio. Working closely with cross-functional leaders, you’ll influence company-wide initiatives and align regional execution with broader business goals. The position combines people leadership, operational excellence, and customer advocacy in a fast-paced, collaborative environment. You’ll act as a key escalation point, guiding complex situations to successful resolution while maintaining strong executive relationships. This is an ideal role for a data-driven leader passionate about delivering measurable impact and building exceptional customer experiences. - Lead, mentor, and develop a team of Customer Success Managers through structured coaching, performance reviews, and ongoing support - Own regional customer success performance, including retention, renewals, and customer satisfaction metrics - Manage a portfolio of strategic accounts and serve as the primary escalation point for complex customer challenges - Build and maintain strong executive-level relationships, participating in high-level business reviews and strategic discussions - Drive renewal strategies and forecasting accuracy, ensuring visibility into risks, opportunities, and performance trends - Analyze customer data and feedback to identify improvement areas and implement data-driven strategies - Establish and enforce best practices, processes, and standards to ensure consistent execution across teams - Collaborate with cross-functional teams including sales, product, and support to resolve issues and enhance customer outcomes - Translate organizational objectives into clear regional goals, ensuring alignment and accountability across the team - Contribute to the development and execution of global customer success strategies and initiatives - Monitor CRM data quality and usage, promoting best practices for reporting and decision-making - Stay informed on industry trends and continuously refine customer success methodologies and playbooks Qualifications - Minimum of 5 years of experience in a customer-facing role, with proven leadership or team management responsibilities - Demonstrated success in achieving and exceeding team targets related to customer retention, growth, or satisfaction - Strong leadership and coaching skills, with a focus on developing and empowering team members - Experience managing executive-level relationships and handling complex escalations effectively - Data-driven mindset with the ability to analyze performance metrics and identify risks or opportunities - Excellent communication and interpersonal skills, with the ability to influence stakeholders across all levels - Proven ability to collaborate cross-functionally and align multiple teams toward shared objectives - Strong organizational and strategic thinking skills, with the ability to manage a large book of business - Comfort operating in fast-paced, evolving environments with multiple priorities - Ability to navigate complex situations with professionalism, resilience, and sound judgment Benefits - Competitive salary with performance-based incentives - Comprehensive healthcare coverage including medical, dental, and vision plans - Flexible and remote-friendly work environment - Generous paid time off and holiday policy - Career development opportunities and internal mobility pathways - Collaborative, inclusive, and growth-oriented company culture - Access to tools and resources to support productivity and success - Potential equity or long-term incentive programs

• Ensure long‑term operational success for customers using Intelligrated’s material handling automation. • Act as the primary advocate for assigned customers, aligning resources to support system performance. • Guide customers through the entire lifecycle, ensuring assets deliver maximum uptime and ROI. • Conduct regular executive business reviews focused on KPIs such as system uptime and throughput performance. • Oversee delivery of lifecycle services including preventive maintenance and remote support. • Analyze system performance data to identify trends and improvement opportunities. • Partner with Sales, Project Management, Engineering, R&D, Parts and Technical Support.

About the Role This is a foundational role on our Customer Success team, designed for someone who wants to learn quickly, take ownership early, and grow into a more senior Customer Success role. The Associate Customer Success Manager is a core part of our customer success model, working closely with a Senior CSM to support their book of business while developing toward independent ownership. You will be a critical extension of the Senior CSM, helping ensure customers receive both exceptional day-to-day execution and thoughtful, long-term partnership. This role has a clear dual mandate: - Support a Senior CSM across a large, complex book of business, acting as the primary point of contact for day-to-day operational needs and execution - Own a portfolio of smaller accounts end-to-end, with full responsibility for customer experience, account health, and outcomes You’ll be deeply embedded in customer workflows, ensuring requests are handled quickly, accurately, and with a strong sense of ownership, while learning how to manage strategic relationships over time. This is a high-exposure, high-growth role for someone who wants to develop into a senior or Enterprise CSM, with a clear path toward owning larger, more complex accounts. About the Team Our Customer Success team of 10+ is responsible for managing our partner Credit Union relationships, 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 have a strong bias to action in an environment that is still evolving. What You’ll Do Within 3 months, you will: - Become deeply familiar with our products, common workflows, and customer use cases - Join customer calls and handle inbound customer requests with guidance, ensuring timely and accurate responses - Own call notes, follow-ups, and coordination across a portfolio of accounts - Build strong internal context by working closely with a Senior CSM across their book of business - Begin taking end to end ownership of a small portfolio of accounts, managing day-to-day communication and execution with support Within 6 months, you will: - Act as the primary point of contact for inbound operational requests across your accounts - Build relationships with customer stakeholders and run standing customer meetings - Take ownership of a portfolio of smaller accounts, managing them end-to-end - Monitor account health and proactively flag risks or opportunities - Support customer-facing materials (e.g., business reviews) and contribute to account planning Within 9 months, you will: - Operate as the primary owner of your small account portfolio with clear accountability for customer outcomes - Take on expanded responsibility within larger accounts, contributing to strategic conversations - Demonstrate sound judgment on when to act independently vs. escalate - Play a key role in improving processes and customer experience across the team - Be operating at a level where a clear path toward a CSM role is defined, grounded in performance across both your account portfolio and contributions to the broader book of business What You’ll Bring - 2–3 years of experience in customer success, account management, consulting, or a similar client-facing role - Strong execution skills—you are highly organized, responsive, and detail-oriented - Strong judgment and the ability to identify when to act independently vs. escalate - Excellent communication skills, with the ability to build trust with both internal teams and external stakeholders - Comfort operating in a fast-paced, high-growth environment with evolving processes - A proactive, “roll-up-your-sleeves” mindset—you take ownership and follow through - Ability to prioritize across multiple accounts and requests without dropping details - Interest in fintech, B2B SaaS, or working closely with financial institutions (a plus) - High levels of empathy, integrity, and accountability 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!

• Serve as the primary trusted advisor and point of contact for a portfolio of high-value enterprise accounts, building and maintaining strong C-level and key stakeholder relationships. • Drive customer success by deeply understanding each client's business objectives, operational processes, financial goals, and industry challenges, then aligning our solutions to deliver measurable ROI. • Optimize and document client business processes, identifying improvement opportunities, recommending best practices, and collaborating on process redesign where applicable. • Apply strong knowledge of accounting principles (e.g., revenue recognition, cost allocation, financial reporting, accruals) to support clients in financial modeling, billing accuracy, compliance, and value realization discussions. • Manage end-to-end service delivery, coordinating internal teams (Professional Services, Support, Product, Finance) to meet SLAs, resolve escalated issues, and proactively mitigate risks. • Conduct regular Executive Business Reviews (EBRs), QBRs, and strategic planning sessions to review performance metrics, showcase value delivered, identify expansion opportunities, and align on future roadmaps. • Monitor account health using leading indicators; proactively identify at-risk accounts and develop retention strategies to minimize churn. • Identify and pursue upsell/cross-sell opportunities in collaboration with Sales and Account teams, contributing to revenue growth targets. • Serve as the voice of the customer internally, providing actionable feedback to Product, Engineering, and Leadership teams to influence roadmap priorities, and Other duties as assigned.