Customer Success Manager

Kaye/Bassman Architecture | Engineering | Construction | Real Estate; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

Clearstory is seeking a Customer Success Manager to help commercial construction customers maximize value from our platform. You will manage Specialty Contractor clients from onboarding through renewal and growth, blending coaching, project management, consulting and product expertise to drive adoption and outcomes.

This hands-on, customer-facing role requires deep construction domain knowledge and the ability to align customers, sales, product and operations around measurable results.

Qualifications

• Commercial construction experience with direct exposure to change orders and Change Order Requests.
• 3+ years in industry or customer-facing roles.
• Strong project management and relationship-building skills.
• Ability to work with executive stakeholders and day-to-day users.
• Comfortable cross‑functionally collaborating with Sales, Product, Marketing and other teams.
• Strategic thinker comfortable with details and process improvement.
• Excellent written and verbal communication skills.
• Ability to challenge existing processes and identify better ways of working.

Responsibilities

• Own customer relationships from initial launch through adoption, expansion and renewal.
• Lead onboarding, training and rollout for end users.
• Partner with customer leadership to develop adoption strategies and expand platform usage.
• Support pre-sales pilots and help prospective customers understand fit with workflows.
• Track success metrics, identify challenges and develop improvement strategies.
• Partner with Sales on onboarding plans, strategic accounts and customer issues.
• Work with Product to share feedback, review requests and prioritize improvements.
• Lead demonstrations of new features and capabilities.
• Ensure customers clearly see and measure the value delivered.

Skills

Construction experience

Customer-facing experience

Project management

Relationship-building

Cross-functional collaboration

Strategic thinking

Written & verbal communication

Process improvement

Job description

Clearstory is looking for a Customer Success Manager to help commercial construction customers get the most value from its platform. This role will manage Specialty Contractor customers from onboarding and adoption through full rollout, renewal and continued growth.

This is a hands-on customer-facing role that blends coaching, project management, consulting and product expertise.

What You'll Do

• Own customer relationships from initial launch through adoption, expansion and renewal
• Lead onboarding, training and rollout for end users
• Partner with customer leadership to develop adoption strategies and expand platform usage
• Support pre-sales pilots and help prospective customers understand how Clearstory fits into their existing workflows
• Track customer success metrics, identify challenges and develop strategies to improve engagement
• Partner with Sales on onboarding plans, strategic accounts and customer issues
• Work closely with Product to share customer feedback, review feature requests and help prioritize improvements
• Lead demonstrations of new product features and capabilities
• Ensure customers can clearly see and measure the value Clearstory delivers

Construction Experience Is Required

This role requires previous experience in commercial construction, specifically working with change orders and Change Order Requests. Candidates coming from Project Manager, Project Engineer or similar construction operations roles will be especially relevant.

You should understand how change orders move through a project, where communication and documentation break down, and how those challenges affect contractors in the field and office.

What We're Looking For

• Commercial construction experience with direct exposure to change order management
• 3+ years of relevant industry or customer-facing experience
• Strong project management and relationship-building skills
• Ability to work effectively with both executive stakeholders and day-to-day users
• Comfortable working cross-functionally with Sales, Product, Marketing and other teams
• Strategic thinker who is equally comfortable getting into the details
• Strong written and verbal communication skills
• Ability to challenge existing processes and identify better ways of working

About Clearstory

Clearstory is a construction technology company digitizing and automating change order communication for the commercial construction industry.

Contractors still manage billions of dollars in change orders through spreadsheets, email, paper documentation and manual data entry. Clearstory replaces those disconnected processes with a purpose-built platform that gives project teams greater visibility into change orders, costs and communication.

The company has already gained adoption among major General Contractors and Specialty Contractors across the U.S., with more than $100 million in Change Order Requests shared through the platform each month and more than $20 billion in projects managed on the platform to date.

Clearstory is a venture-backed SaaS company experiencing significant growth and building a new category of technology specifically for commercial construction.

Why Clearstory

• Help shape how Clearstory onboards, supports and grows its customers
• Work directly with executive leadership and experienced SaaS and construction professionals
• Join a growing construction technology company with established product-market fit
• Work with some of the largest contractors in the U.S.