Enterprise Customer Success Manager – Specialty Contractors
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Job Description
Enterprise Customer Success Manager owning post-sale experiences for Specialty Contractors. Managing relationships and driving success through comprehensive training and proactive engagement.
Responsibilities:
- Own a portfolio of SC Enterprise accounts and drive strong renewal and expansion outcomes through proactive engagement
- Lead comprehensive onboarding experiences including planning calls, exec check-ins, project team trainings, and more — ensuring full adoption across the customer organization
- Conduct regular Implementation Reviews and QBRs to demonstrate value, surface risks, and identify expansion opportunities
- Monitor health scores and product usage signals to identify at-risk accounts and develop intervention plans before issues escalate
- Partner closely with Account Executives to identify, develop, and coordinate expansion opportunities — AEs own the deal, but you own developing the proof points and adoption that makes expansion possible
- Manage renewal outreach and coordination for your book, using account knowledge and health signals to engage at the right time with the right message
- Serve as the escalation point for complex support issues and advocate internally for Enterprise customer needs with Product and Engineering
- Contribute to documentation and best practices for the ENT CS motion, helping define what excellent high-touch customer success looks like at Clearstory
Requirements:
- Experience as a PM or PE at a commercial Specialty Contractor
- Experience with change order request processes
- Ability to demonstrate your strategic approach to problem solving - It’s one thing to understand change management but another to be able to separate strategy from tactics
- Analytical instincts — comfortable reading dashboards, analyzing data, and usage metrics to prioritize your time
- Strong relationship-building skills — you can earn trust with executives and field teams alike
- Excellent verbal and written communication — comfortable running meetings, presenting at QBRs, and writing clear follow-up communications
- High ownership and proactivity — you don't wait for accounts to raise their hand; you monitor signals and act before problems surface
- Collaboration skills — you work well with AEs, Support, and Product without needing to own every outcome yourself
- Characteristics and experience we will look for:
- Have led internal initiatives involving executives and other stakeholders
- Involved in software deployments at a construction company
- Creative in your approaches
- Demonstrated proactivity to drive tasks forward
Benefits:
- Competitive market-rate salary for a Series B company
- Subsidized healthcare, vision, and dental
- Flexible remote work
- Continuous training in Customer Success methodology, automation best practices, and AI tooling
- Generous PTO plan
- 401k
- Early equity!
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