Customer Success Manager w/ Commercial Construction Experience

Clearstory

7d•Remote

About The Position

Our Customer Success Managers are responsible for making sure our contractors get the most value out of Clearstory. You will be managing Specialty Contractor customers from launch to adoption, to full rollout and ongoing growth. You will be part coach, project manager, consultant and product specialist and focus on ensuring our customers are successful. A requirement for this role is someone with previous experience in the commercial construction industry managing Change Order Requests (PM / PE, etc)!! This includes helping train and roll out end users for onboarding, assist with pre-sales pilots, working with executive contacts to plan additional adoption, and overall making sure customers see an impact from and renew with Clearstory. Internally, you will collaborate with our sales, marketing, and product teams to make sure we our maximizing our revenue and product opportunities. Additionally you will be involved in weekly activities such as Strategy meetings to review Customer Success targets and metrics, Feature request review cycles with our Product team to help review feedback and prioritize new features, New product feature demos, and Sync up with Sales to help plan onboardings, deal with customer issues, and gameplan on next steps for strategic accounts.

Requirements

Previous experience in the commercial construction industry managing Change Order Requests (PM / PE, etc).
Commercial Construction experience
Ability to lead strategically and paint a vision that inspires and motivates the team, while also being extremely detail-oriented and getting in the weeds
Ability to collaborate with a variety of stakeholders including Senior Post-Sales Leadership and cross-functional teams (Sales, Marketing, Product, Finance, Legal) across the company
Ability to influence and challenge conventional wisdom
3+ years of relevant industry or role experience.
Proven track record of demonstrated ability to project manage and create relationships
Excellent verbal and written communication skills
Experience and contribution to the building of our customer success strategy, including how we onboard customers, how we help them grow, how we communicate value to them, and how we gather feedback to improve the product
Close collaboration with the executive leadership team
Ability to work with a new product category that has already found product market fit
Experience at a venture backed growth startup

Responsibilities

Managing Specialty Contractor customers from launch to adoption, to full rollout and ongoing growth.
Acting as a coach, project manager, consultant, and product specialist to ensure customer success.
Training and rolling out end users for onboarding.
Assisting with pre-sales pilots.
Working with executive contacts to plan additional adoption.
Ensuring customers see an impact from and renew with Clearstory.
Collaborating with sales, marketing, and product teams to maximize revenue and product opportunities.
Participating in strategy meetings to review Customer Success targets and metrics.
Engaging in feature request review cycles with the Product team.
Conducting new product feature demos.
Syncing up with Sales to plan onboardings, address customer issues, and strategize for key accounts.