Senior Director of Customer Success

Clearstory.build

Senior Director leading customer success at Clearstory, a construction change-order management platform. Owning retention, enterprise relationships, team development, and scalable AI-enabled operations.

Posted 8/18/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success leadership, with a strong focus on retention outcomes, forecasting, and cross-functional collaboration. Proven ability to manage and develop teams while driving accountability and executive relationships in a B2B SaaS environment.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy OwnershipB2B SaaS ExperienceTeam Development and CoachingCross-Functional Collaboration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Retention Metrics ManagementForecasting DisciplineOperating Cadences DevelopmentOnboarding Process DesignQBR Program ImplementationProcess BuildingAccount PlanningRevenue Management

Soft Skills

High-Ownership MindsetExecutive PresenceCoaching and Mentoring

Tools & Technologies

AI-Assisted WorkflowsCustomer Success Management Tools

Industry Keywords

B2B SaaSCustomer SuccessRetention RateGross Revenue RetentionNet Revenue RetentionConstruction Industry Experience

About the role

Key responsibilities & impact

Own retention outcomes, with full accountability for GRR and NRR across enterprise, mid-market, and SMB customers
Establish and manage forecasting cadence and retention planning
Lead a post-sale organization of 12 CSMs, 1 CS manager, and 2 support agents
Coach managers, develop career paths, and complete open hiring on the management layer
Own executive relationships with the largest customers
Enforce weekly and monthly operating cadences, including portfolio reviews, call coaching, QBRs, and onboarding execution
Lead cross-functional collaboration with Sales on handoffs and account planning, Product on escalations and feature input, and Finance on renewals and forecasting
Evolve coverage models, tooling, and AI-assisted workflows to increase revenue under management faster than headcount
Report directly to the CRO

Requirements

What you’ll need

8+ years in Customer Success, including 4+ years leading CS teams at B2B SaaS companies
Experience managing managers and running a multi-segment CS organization
Direct ownership of a retention number at a company between $10M–$50M ARR
Track record of building repeatable processes, including operating cadences, forecast discipline, onboarding, and QBR programs
Executive presence to coach call reviews and present retention strategy to the board
High-ownership mindset and accountability for the number from day one
Construction industry or vertical SaaS experience is nice to have

Benefits

Comp & perks

Ability to work with a new product category that has already found product market fit
Remote work schedule
Executive interaction regularly
Competitive market-rate salary for a Series B company
Subsidized healthcare, vision, and dental
Early equity!