The RoleThe SC Enterprise Customer Success Manager owns the post-sale experience for Clearstory's largest Specialty Contractor accounts. You will manage a focused portfolio of Enterprise accounts through a high-touch engagement model - including comprehensive onboarding, field training, regular business reviews, and proactive expansion partnership with your aligned Account Executive.
This is a relationship-first, strategic role. Success here requires the ability to build trust with decision-makers at complex construction companies, understand their business deeply, and translate that knowledge into measurable outcomes - both for the customer and for Clearstory.
Core 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!
