Enterprise Customer Success Manager - Specialty Contractors

Job Description

The Role

The 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

The Company You’ll Join

At Clearstory we make the construction industry more efficient by using technology to better communicate project costs between companies.

Every day thousands of pounds of paper and hundreds of personnel hours are consumed to record and communicate extra work completed on construction job sites around the world.

These pieces of paper can take days or weeks to reach the office and from there need to be scanned, manually transcribed, and tediously recorded into spreadsheets, that is, if they aren’t lost or damaged first.

In an industry with constant change and thin margins, this results in a massive loss of valuable time and money for hard working contractors.

Clearstory creates tools to help contractors dramatically increase the organization and efficiency of this system, called “change order communication,” by intelligently digitizing this age-old paper process. This leads to an increase in profits, more successful contractor to customer relationships, more transparency into a project’s true cost, and less wasted paper!

The Opportunity

Just as TurboTax did for tax documents and Expensify did for receipts and expense reports, Clearstory is doing for change order communication and log management by building first-of-its-kind, category defining software that is revolutionizing the commercial construction industry.

As an early senior leading member of the team you will have an exceptional level of impact on the development and iteration of our product as well as the workplace culture and team itself.

This is your chance to join a team that is bringing game-changing, modern web tools and dynamic financial analysis systems to a stagnant, static, pen and paper part of the commercial construction industry.

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!