Senior Director, Customer Success - Remote & Growth Leader

Clearstory; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Subsidized healthcare

Vision & dental

Early equity

Job summary

Clearstory, a construction change order management platform, seeks a Senior Director of Customer Success to own post-sale operations. You will lead 12 CSMs across two segments, manage a growing team, and report to the CRO.

The role emphasizes retention, enterprise relationships, and cross-functional collaboration with Sales, Product, and Finance. You will scale our CS function with a focus on process, forecasting discipline, and AI-driven workflows to drive revenue growth while maintaining high

Qualifications

• 8+ years in Customer Success
• 4+ years leading CS teams at B2B SaaS
• Experience managing managers and multi-segment CS org
• Direct ownership of retention number ($10M-$50M ARR)
• Track record of building repeatable processes and cadences
• Executive presence and high ownership mindset

Responsibilities

• Own post-sale org including 12 CSMs, one CS manager, and 2 support agents
• Coach managers, chart career paths, and scale the management layer
• Own enterprise executive relationships with top customers
• Establish weekly/monthly cadences, portfolio reviews, onboarding, and QBRs
• Partner with Sales, Product, and Finance on renewals and forecasting
• Drive efficiency with AI-enabled workflows to grow revenue per headcount

Skills

CS leadership

Managing managers

Multi-segment CS org

Retention ownership

Forecasting

Executive presence

High ownership

B2B SaaS experience

Job description

Clearstory, a construction change order management platform, seeks a Senior Director of Customer Success to own post-sale operations. You will lead 12 CSMs across two segments, manage a growing team, and report to the CRO.

The role emphasizes retention, enterprise relationships, and cross-functional collaboration with Sales, Product, and Finance. You will scale our CS function with a focus on process, forecasting discipline, and AI-driven workflows to drive revenue growth while maintaining high