Growth Customer Success Manager (Specialty Contractors)

1 month ago
Full-time
Mid Level
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 high-volume portfolio of SMB accounts and drive renewal outcomes through scalable engagement.
  • Lead lightweight onboarding experiences and transition customers into in-app guidance and automated sequences.
  • Monitor health scores and product usage to identify at-risk accounts and intervene when a human touchpoint is needed.
  • Design, deploy, and improve automated email sequences and AI-generated outreach across the customer lifecycle.
  • Manage renewal outreach for the SMB segment and personalize messaging using data signals.
  • Collaborate with Support to ensure timely customer responses through live chat and the knowledge base.
  • Identify expansion signals and route qualified upsell opportunities to the appropriate sales partner.
  • Contribute to the Growth CS playbook, including onboarding flows, intervention triggers, and automated sequences.
  • Partner with Product to provide feedback on in-app guides, webinar content, and adoption-driving features.

Requirements

  • Experience as a PM or PE at a commercial contractor.
  • Experience with change order request processes.
  • Demonstrated proficiency using AI tools in a professional context, with examples of regular use.
  • Strong analytical instincts and comfort reading dashboards, usage metrics, and customer data.
  • Excellent written communication skills with the ability to craft clear outreach at scale.
  • Ability to use AI tools such as ChatGPT, Claude, Gemini, or similar to draft and personalize communications.
  • Ability to prompt AI effectively to produce high-quality customer communications or internal documentation.
  • Understanding of how AI can extend the impact of a single CSM across a large portfolio.

Benefits

  • Opportunity to help build Clearstory's Growth CS function from the ground up.
  • Work at the intersection of Customer Success and AI in a growing SaaS company.
  • Continuous training in Customer Success methodology, automation best practices, and AI tooling.
  • Clear career path into MM and ENT customer success segments.
  • Competitive market-rate salary for a Series B company.
  • Flexible remote work.
  • Subsidized healthcare, vision, and dental coverage.
  • 401k.
  • Early equity.

Interested in this position?

Apply directly on the company website

Apply Now

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