Customer Success Manager w/ Commercial Construction Experience

About the role

Our Customer Success Managers ensure our contractors get the most value out of Clearstory. You will manage Specialty Contractor customers from launch to adoption, full rollout, and ongoing growth. Acting as part coach, project manager, consultant, and product specialist, you will focus on ensuring customer success.

A key requirement is previous experience in the commercial construction industry managing Change Order Requests (PM/PE, etc). Responsibilities include:

• Training and rolling out end users for onboarding
• Assisting with pre-sales pilots
• Working with executive contacts to plan additional adoption
• Ensuring customers see impact and renew with Clearstory

Internally, you will collaborate with sales, marketing, and product teams to maximize revenue and product opportunities. Weekly activities include:

• Strategy meetings to review Customer Success targets and metrics
• Feature request review cycles with the Product team to prioritize new features
• New product feature demos
• Syncing with Sales to plan onboardings, address customer issues, and strategize next steps for strategic accounts

About the company

Clearstory is digitizing and automating the change order process in the commercial construction industry. Like TurboTax for tax documents and Expensify for receipts, Clearstory is revolutionizing change order communication and log management with first-of-its-kind software.

The construction industry is rapidly transforming, yet cost communication still relies on outdated methods like carbon copy paper, spreadsheets, and email. These manual processes can take days or weeks, involving hours of scanning, transcribing, and data-entry. Clearstory is changing this by creating a new category—"change order communication"—intelligently digitizing this process to increase profits, improve contractor-customer relationships, enhance transparency, and reduce paper waste.

We are a venture-backed, 100% SaaS company with impressive credentials:

• Blue Chip Clients: We’ve landed some of the largest General and Subcontractors in the U.S. and helped build landmark projects.
• Significant Growth: We continue to double and triple revenue and platform usage year over year.
• Large Volumes Processed: Companies share over $100 million in Change Order Requests on our platform monthly.
• Important Projects: Our customers trust us with over $20 billion worth of commercial construction projects to date.

About the team

In addition to experienced SaaS and product leaders, our team has over 60 years of combined experience in the commercial construction space. We understand our customers' pain points firsthand and have built a category-defining product that prioritizes the user. You’ll join an ambitious, collaborative company committed to growing a supportive and diverse team passionate about empowering contractors.

Requirements

• Commercial Construction experience
• Ability to lead strategically, inspire teams, and execute with attention to detail
• Collaboration with Senior Post-Sales Leadership and cross-functional teams (Sales, Marketing, Product, Finance, Legal)
• Ability to influence and challenge conventional wisdom
• 3+ years of relevant industry or role experience
• Proven track record in project management and relationship-building
• Excellent verbal and written communication skills

Benefits

• Shape our customer success strategy, including onboarding, growth, value communication, and product feedback
• Close collaboration with the executive leadership team
• Work with a new product category that has already achieved product-market fit
• Experience at a venture-backed growth startup
• Flexible remote work
• Competitive market-rate salary for a Series B company
• Subsidized healthcare, vision, and dental
• Early equity