Remote Manager, Customer Success — SMB & Enterprise

STACK Construction Technologies; Cincinnati (OH); On-site; USD 118,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Job summary

STACK Construction Technologies is seeking a Manager, Customer Success to build a service-managed CS function from the ground up. You’ll own two motions: a pooled SMB queue and two named enterprise books, staffing a 11-person team and coaching them to deliver measurable value to customers.

You'll report to the VP, Customer Success and collaborate with Sales, CS Ops and Support to ensure renewals, expansions, and customer outcomes. This role offers a remote-first environment.

Qualifications

• 3+ years leading a SaaS Customer Success or Account Management team.
• Proven track record of achieving renewals and revenue growth.
• Strong coaching, mentoring, and team development skills.

Responsibilities

• Manage a pod of 11 CSMs and coach them to deliver value.
• Oversee pooled SMB and named Enterprise coverage and renewals.
• Drive renewals and expansion targets across the book.
• Define coverage strategy and staffing for the two motion books.
• Partner with Sales, CS Ops, and Support to coordinate handoffs.
• Build and refine playbooks, health scoring, and workflows.
• Lead hiring and onboarding of new CSMs.
• Report progress with forecasting and leadership reviews.

Skills

CS management

SaaS CS

Renewals & expansion

Data-driven

Cross-functional collaboration

Job description

STACK Construction Technologies is seeking a Manager, Customer Success to build a service-managed CS function from the ground up. You’ll own two motions: a pooled SMB queue and two named enterprise books, staffing a 11-person team and coaching them to deliver measurable value to customers.

You'll report to the VP, Customer Success and collaborate with Sales, CS Ops and Support to ensure renewals, expansions, and customer outcomes. This role offers a remote-first environment.