Enterprise CSM – Specialty Contractors (ClearStory)

Source Multiplier

5d • Remote

About The Position

The Specialty Contractor Enterprise Customer Success Manager owns the post-sale experience for Clearstory’s largest Specialty Contractor accounts. The role manages a focused portfolio of Enterprise customers through high-touch engagement, including comprehensive onboarding, field training, regular business reviews, and proactive expansion partnership with the aligned Account Executive.

This is a strategic, relationship-first role that requires building trust with decision-makers at complex construction companies, understanding their businesses, and translating that knowledge into measurable outcomes for customers and Clearstory. The position also contributes to defining and documenting best practices for Clearstory’s Enterprise Customer Success approach.

Requirements

• Experience as a Project Manager or Project Engineer at a commercial Specialty Contractor.
• Experience with change order request processes.
• Ability to demonstrate a strategic approach to problem-solving and distinguish strategy from tactics.
• Analytical instincts and comfort reading dashboards, analyzing data, and using usage metrics to prioritize work.
• Strong relationship-building skills and ability to earn trust with executives and field teams.
• Excellent verbal and written communication skills, including running meetings, presenting at QBRs, and writing clear follow-up communications.
• High ownership and proactivity, including monitoring account signals and acting before problems surface.
• Collaboration skills and ability to work effectively with Account Executives, Support, and Product.
• Experience leading internal initiatives involving executives and other stakeholders.
• Involvement in software deployments at a construction company.
• Creative approach and demonstrated proactivity in driving tasks forward.

Responsibilities

• Own a portfolio of Specialty Contractor Enterprise accounts and drive renewal and expansion outcomes through proactive engagement.
• Lead comprehensive onboarding, including planning calls, executive check-ins, and project team training, to support adoption across customer organizations.
• Conduct Implementation Reviews and Quarterly Business Reviews to demonstrate value, surface risks, and identify expansion opportunities.
• Monitor health scores and product usage signals, identify at-risk accounts, and develop intervention plans before issues escalate.
• Partner with Account Executives to identify, develop, and coordinate expansion opportunities by developing proof points and adoption; Account Executives own the deals.
• Manage renewal outreach and coordination for the assigned book of accounts, using account knowledge and health signals to engage at the appropriate time.
• Serve as the escalation point for complex support issues and advocate for Enterprise customer needs with Product and Engineering.
• Contribute to documentation and best practices for the Enterprise Customer Success motion.

Benefits

• 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.
• 401(k).
• Early equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed