Senior Director of Customer Success

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Clearstory.build

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏗️ Construction

SaaS • Construction

Clearstory. build is a tool designed for streamlining and managing change orders, time and material tags, and other project management tasks specifically for the construction industry. It enables real-time collaboration and communication between general contractors, specialty contractors, project owners, and construction managers. By providing digital templates, mobile apps, and seamless integration with existing tools, Clearstory aims to reduce risk, improve transparency, and boost efficiency in construction projects.

📋 Description

• 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

• 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

• 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!