Customer Success Manager

Summary

Join Clearstory, a venture-backed SaaS company revolutionizing the commercial construction industry, as a Customer Success Manager. You will own customer success from launch to ongoing growth, acting as a coach, project manager, consultant, and product specialist. This role requires experience working for a large General Contractor as a Project Manager or Project Engineer with commercial construction experience. Responsibilities include user training, pre-sales pilots, executive contact collaboration, and ensuring customer impact and renewal. You will also contribute to internal playbooks and guides, collaborating with cross-functional teams. The ideal candidate possesses strong communication, stakeholder management, and strategic leadership skills, along with experience in enterprise customer success strategy and venture-backed startups.

Requirements

• Working for a large General Contractor, either as a Project Manager or Project Engineer
• Commercial construction experience at a general contractor
• 4+ years of relevant industry or role experience
• Proven track record of demonstrated ability to project manage and create relationships
• Excellent verbal and written communication skills
• Experience and contribution to the building of our enterprise customer success strategy, including how we onboard customers, how we help them grow, how we communicate value to them, and how we gather feedback to improve the product
• Close collaboration with the executive leadership team
• Ability to work with a new product category that has already found product market fit

Responsibilities

• Own the success of our customers from launch, to adoption, to full rollout and ongoing growth
• Ensure our customers are successful
• Helping train and roll out end users for onboarding
• Assist with pre-sales pilots
• Working with executive contacts to plan additional adoption
• Making sure customers see an impact from and renew with Clearstory
• Help create our department playbooks and guides so that we can continue to scale the team as the company grows
• This includes a lot of cross functional work with our Product team, Sales team, and Marketing team
• Strategy meetings to review Customer Success targets and metrics
• Feature request review cycles with our Product team to help review feedback and prioritize new features
• New product feature demos
• Sync up with Sales to help plan onboardings, deal with customer issues, and gameplan on next steps for strategic accounts

Preferred Qualifications

• Business Development / sales experience
• Ability to lead strategically and paint a vision that inspires and motivates the team, while also being extremely detail-oriented and getting in the weeds
• Strong stakeholder management and executive communication skills
• Ability to collaborate with a variety of stakeholders including Senior Post-Sales Leadership and cross-functional teams (Sales, Marketing, Product, Finance, Legal) across the company
• Ability to influence and challenge conventional wisdom
• Experience at a venture backed growth startup

Benefits

• Flexible remote work
• Competitive market-rate salary for a Series B company
• Subsidized healthcare, vision, and dental
• Early equity!