Enterprise Customer Success Manager - Specialty Contractors

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