Enterprise Customer Success Manager - Specialty Contractors

2 months, 2 weeks ago
Full-time
Senior
Customer and Technical Support

Clearstory

Clearstory is a construction software company focused on change order communication and workflow management. Its platform helps general contractors, specialty contractors, and owners manage change orders, digital T&M workflows, and real-time visibility into extra work.

Software Development
51-200
Founded 2018
$16M raised

Description

  • Own a portfolio of SC Enterprise accounts and drive renewal and expansion outcomes through proactive engagement.
  • Lead comprehensive onboarding programs, including planning calls, executive check-ins, project team trainings, and adoption support.
  • Conduct regular Implementation Reviews and QBRs to demonstrate value, surface risks, and identify growth opportunities.
  • Monitor health scores and product usage signals to identify at-risk accounts and create intervention plans.
  • Partner closely with Account Executives to develop expansion opportunities by building proof points and adoption milestones.
  • Manage renewal outreach and coordination using account knowledge and customer health signals.
  • Serve as the escalation point for complex support issues and advocate for Enterprise customer needs with Product and Engineering.
  • Contribute to documentation and best practices for the Enterprise Customer Success motion.

Requirements

  • Experience as a PM or PE at a commercial Specialty Contractor.
  • Experience with change order request processes.
  • Ability to demonstrate a strategic approach to problem solving and distinguish strategy from tactics.
  • Strong analytical instincts, with comfort reading dashboards, analyzing data, and using usage metrics to prioritize work.
  • Strong relationship-building skills with the ability to earn trust from executives and field teams.
  • Excellent verbal and written communication skills, including running meetings, presenting at QBRs, and writing follow-up communications.
  • High ownership and proactivity, with the ability to monitor signals and act before problems surface.
  • Collaboration skills to work effectively with Account Executives, Support, and Product.
  • Experience leading internal initiatives involving executives and other stakeholders.
  • Experience with software deployments at a construction company.
  • Creative problem-solving approach.
  • Demonstrated proactivity in driving tasks forward.

Benefits

  • Competitive market-rate salary for a Series B company.
  • Subsidized healthcare, vision, and dental coverage.
  • Flexible remote work.
  • Continuous training in Customer Success methodology, automation best practices, and AI tooling.
  • Generous PTO plan.
  • 401(k) retirement plan.
  • Early equity.

Interested in this position?

Apply directly on the company website

Apply Now

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