Enterprise Customer Success Manager – Specialty Contractors

Clearstory.build

Enterprise Customer Success Manager owning post-sale experiences for Specialty Contractors. Managing relationships and driving success through comprehensive training and proactive engagement.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

change order request processesdata analysisdashboard readingusage metrics analysissoftware deployments

Soft Skills

strategic problem solvingrelationship buildingverbal communicationwritten communicationhigh ownershipproactivitycollaboration