Customer Success Manager

Who We Are

Clutch is the leading global marketplace of business service providers, featuring over 310,000 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 Deloitte’s North America Technology Fast 500.

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 solutions. We 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.

Customer Success teammates act as marketing consultants to B2B service providers on Clutch. You’ll 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. You’ll become an expert in Clutch’s products, processes, and marketplace dynamics, helping customers present themselves effectively and take the right next steps.

You’ll 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.

• 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 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

• 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

• 401(k) up to 5% Match, 100% Immediate Vesting
• Life Insurance
• Short‑Term and Long‑Term Disability Benefits
• Fertility Benefits
• Com Psych Employee Assistance Program, Ginger Mental Health Benefits, and Talk Space On‑Demand Mental Health Benefits
• Paid Time Off
• 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…