VP of Customer Success (Fully Remote)

Clearstory; United States; Remote; USD 250,000 - 350,000; Full time

Job summary

Clearstory seeks a visionary VP of Customer Success to lead the post-sale organization and report to the CRO. You will own retention and expansion outcomes, guiding a seasoned team as the company scales to its next growth stage.

You will set the executive strategy for the largest GC accounts, drive enterprise CS motions, and design coverage models, hiring plans, and AI-assisted workflows to maximize ARR and customer value.

Qualifications

• 10+ years in Customer Success.
• 5+ years leading B2B SaaS CS organizations.
• Direct ownership of retention at sizable ARR (e.g., $20M–$50M).

Responsibilities

• Lead post-sale organization as VP of Customer Success, reporting to the CRO.
• Own gross revenue retention and net revenue retention across all customer segments.
• Set executive strategy for largest GC accounts and enterprise CS motions.
• Design coverage models, hiring plans, and AI-assisted workflows.

Skills

Executive leadership

CS strategy

Hiring and coaching

B2B SaaS

Job description

• Lead the post-sale org as VP of Customer Success, reporting to the CRO.
• Own retention and expansion outcomes, inheriting a strong team.
• Scale the organization through Clearstory's next growth stage.

What You'll Own:

• Full accountability for GRR and NRR across all customer segments.
• Executive strategy for largest GC accounts and enterprise CS motion.
• Design coverage models, hiring plans, and AI-assisted workflows.

What You'll Bring:

• 10+ years in CS with 5+ leading B2B SaaS CS orgs.
• Direct ownership of retention at $20M-$50M ARR companies.
• Executive presence, high ownership, and experience managing managers.

Clearstory

Clearstory is a construction change order management platform that replaces email, Excel, and paper with intelligent automation and real-time collaboration. The company is a ~100-person, Series B headquarters in San Francisco with a distributed US team and values like customer obsession.