Enterprise Customer Success Manager

Responsibilities

• Own a portfolio of Specialty Contractor Enterprise accounts to drive renewal and expansion
• Lead comprehensive onboarding, including planning calls, executive check-ins, and project team training
• Conduct regular Implementation Reviews and QBRs to demonstrate value and identify expansion opportunities
• Monitor health scores and product usage to develop intervention plans for at-risk accounts
• Partner with Account Executives to develop proof points and adoption for expansion opportunities
• Manage renewal outreach and coordination using account knowledge and health signals
• Serve as the escalation point for complex support issues and advocate for customer needs to 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
• Strategic approach to problem solving and change management
• Analytical skills with ability to read dashboards and usage metrics
• Strong relationship-building skills with executives and field teams
• Excellent verbal and written communication skills
• High ownership and proactivity
• Strong collaboration skills with AEs, Support, and Product

Preferred Qualifications

• Experience leading internal initiatives involving executives and stakeholders
• Experience with software deployments at a construction company
• Creative approach to problem solving
• Demonstrated proactivity in driving tasks forward

Benefits

• Competitive market-rate salary
• Subsidized healthcare, vision, and dental
• Flexible remote work
• Continuous training in Customer Success methodology and AI tooling
• Generous PTO plan
• 401k
• Early equity

About the Company

Clearstory makes the construction industry more efficient by using technology to better communicate project costs between companies, specifically by digitizing the change order communication process.