Senior Director of Customer Success

Clearstory is a construction change order management platform that brings clarity and control to complex projects. We replace the traditional methods of tracking change orders — email, Excel, and paper — with intelligent automation and real-time collaboration between GCs, specialty contractors, and owners. Teams on Clearstory share over $2B in CORs monthly, and more than 50% of ENR's Top 50 GCs trust the platform. We're a ~100-person, Series B company headquartered in San Francisco with a distributed team across the US.

• →8+ years in Customer Success, including 4+ years leading CS teams at B2B SaaS companies
• →Experience managing managers and running a multi-segment CS org
• →Direct ownership of a retention number at a company between $10M–$50M ARR
• →A track record of building repeatable process: operating cadences, forecast discipline, onboarding and QBR programs
• →Executive presence — you can coach a call review in the morning and present retention strategy to the board in the afternoon
• →A high-ownership mindset: the number is yours from day one

Nice to have: construction industry or vertical SaaS experience. Our CSMs bring deep domain expertise — we need you to bring world-class CS leadership.

• Own a complete function
• Inherit strength, not a turnaround — strong team, strong process, strong retention
• Real scope: retention is the engine of the business at this stage, and you'll run it
• A company culture built on our values: Be Curious, Keep It Simple, Customer Obsession, Raise the Bar