The Role
The Growth Customer Success Manager owns the post-sale experience for Clearstory's growing specialty contractor customers. You will manage a large portfolio of accounts through a lightweight, scalable engagement model — combining a CSM-led onboarding experience with automated touchpoints, in-app guidance, health monitoring, and AI-enhanced outreach.
A requirement for this role is experience as a PM or PE at a commercial contractor!!
This is not a traditional high-touch CSM role. Success here requires comfort operating at scale, a strong bias for AI & automation, and the ability to identify when a human touchpoint is truly needed versus when a well-crafted automated sequence or AI-generated insight can do the job better.
Core Responsibilities
- Own a high-volume portfolio of SMB accounts and drive strong renewal rates through scalable engagement
- Lead lightweight onboarding experiences, handing off to in-app guides and automated sequences for ongoing adoption
- Monitor health scores and product usage signals to proactively flag at-risk accounts and add the personal touch when needed
- Design, deploy, and iterate on automated email sequences and AI-generated outreach that replace manual touchpoints across the customer lifecycle
- Manage renewal outreach for the SMB segment, using data signals to prioritize efforts and personalize messaging at scale
- Collaborate with the Support team to ensure customers receive timely responses through live chat and the knowledge base
- Identify expansion signals and route qualified upsell opportunities to the appropriate AE or MM CSM
- Contribute to the design and documentation of the Growth CS playbook, including onboarding flows, automated sequences, and intervention triggers
- Partner with Product to provide feedback on in-app guides, weekly webinar content, and features that drive SMB adoption
The Company You’ll Join
Clearstory is digitizing and automating the change order process inside the commercial construction industry.
Just as TurboTax did for tax documents and Expensify did for receipts and expense reports, Clearstory is doing the same for change order communication and log management by building first-of-its-kind, category defining software that is revolutionizing the commercial construction industry.
The construction industry is being transformed fast by technology, but the way companies communicate costs hasn’t evolved in decades and still heavily relies on carbon copy paper, spreadsheets and email to track billions of dollars. These arcane manual processes can take days or weeks and include hours of manual office tasks such as scanning, manually transcribing, and tedious data-entry into spreadsheets.
At Clearstory we are changing that and creating a new category “change order communication,” by intelligently digitizing this age-old process. This leads to an increase in profits, more successful contractor to customer relationships, more transparency into a project’s true cost, and less wasted paper!
We are a venture backed 100% SaaS company with impressive credentials for a company at our stage.
- Blue Chip Clients. We have already landed some of the largest General and Subcontractors in the US and have helped our clients build landmark projects.
- Significant Growth. We continue to double and triple our revenue and platform usage year over year.
- Large Volumes Processed. Companies share over $100 million in Change Order Requests on our platform each and every month.
- Significant and Important Projects. Our customers are trusting us to manage significant projects in the commercial construction industry. We have over $20 Billion worth of projects on our platform to date.
The Team You’ll Be Surrounded By
In addition to experienced SaaS and product leaders, our team has over 60 years of combined experience in the commercial construction space. At Clearstory we know our customer’s pain points and challenges first hand and have built a category defining product that serves the user first.
You’ll be part of an ambitious and collaborative company, committed to growing a supportive and diverse team that is passionate about empowering our contractor customers.
- Experience as a PM or PE at a commercial contractor
- Experience with change order request processes
- Demonstrated proficiency using AI tools in a professional context — you use AI regularly and can show examples of your work
- Strong analytical instincts — comfortable reading dashboards, analyzing data, and usage metrics to prioritize your time
- Excellent written communication skills with the ability to craft clear, compelling outreach at scale
AI proficiency — What We Mean
- We take AI literacy seriously for this role. During the interview process we will ask you to demonstrate how you use AI in your current workflow. Strong candidates will be able to speak concretely to:
- How they use AI tools (e.g., ChatGPT, Claude, Gemini, or similar) to draft and personalize outreach at scale
- How they prompt AI tools effectively to produce high-quality customer communications or internal documentation
- How they think about AI as a lever for expanding what a single CSM can accomplish across a large portfolio
- Be the architect of Clearstory's Growth CS motion — a brand-new function you will help design from the ground up
- Work at the intersection of Customer Success and AI, helping define what tech-enabled, scalable CS looks like for a growing SaaS company
- Continuous training in Customer Success methodology, automation best practices, and AI tooling
- A clear career path — Growth CSM is the entry point into a structured CS organization with MM and ENT segments you can grow into
- Competitive market-rate salary for a Series B company
- Flexible remote work
- Subsidized healthcare, vision, and dental
- 401k
- Early equity!