[Hiring] Growth Customer Success Manager @Clearstory

Role Description

The Growth Customer Success Manager owns the post-sale experience for Clearstory's growing specialty contractor customers. You will manage a large portfolio of accounts through a lightweight, scalable engagement model — combining a CSM-led onboarding experience with automated touchpoints, in-app guidance, health monitoring, and AI-enhanced outreach.

A requirement for this role is experience as a PM or PE at a commercial contractor. This is not a traditional high-touch CSM role. Success here requires comfort operating at scale, a strong bias for AI & automation, and the ability to identify when a human touchpoint is truly needed versus when a well-crafted automated sequence or AI-generated insight can do the job better.

Core Responsibilities

• Own a high-volume portfolio of SMB accounts and drive strong renewal rates through scalable engagement.
• Lead lightweight onboarding experiences, handing off to in-app guides and automated sequences for ongoing adoption.
• Monitor health scores and product usage signals to proactively flag at-risk accounts and add the personal touch when needed.
• Design, deploy, and iterate on automated email sequences and AI-generated outreach that replace manual touchpoints across the customer lifecycle.
• Manage renewal outreach for the SMB segment, using data signals to prioritize efforts and personalize messaging at scale.
• Collaborate with the Support team to ensure customers receive timely responses through live chat and the knowledge base.
• Identify expansion signals and route qualified upsell opportunities to the appropriate AE or MM CSM.
• Contribute to the design and documentation of the Growth CS playbook, including onboarding flows, automated sequences, and intervention triggers.
• Partner with Product to provide feedback on in-app guides, weekly webinar content, and features that drive SMB adoption.

Qualifications

• Experience as a PM or PE at a commercial contractor.
• Experience with change order request processes.
• Demonstrated proficiency using AI tools in a professional context.
• Strong analytical instincts — comfortable reading dashboards, analyzing data, and usage metrics to prioritize your time.
• Excellent written communication skills with the ability to craft clear, compelling outreach at scale.

Requirements

• AI proficiency — What We Mean: We take AI literacy seriously for this role. During the interview process, we will ask you to demonstrate how you use AI in your current workflow.
• Strong candidates will be able to speak concretely to:
  • How they use AI tools (e.g., ChatGPT, Claude, Gemini, or similar) to draft and personalize outreach at scale.
  • How they prompt AI tools effectively to produce high-quality customer communications or internal documentation.
  • How they think about AI as a lever for expanding what a single CSM can accomplish across a large portfolio.

Benefits

• Be the architect of Clearstory's Growth CS motion — a brand-new function you will help design from the ground up.
• Work at the intersection of Customer Success and AI, helping define what tech-enabled, scalable CS looks like for a growing SaaS company.
• Continuous training in Customer Success methodology, automation best practices, and AI tooling.
• A clear career path — Growth CSM is the entry point into a structured CS organization with MM and ENT segments you can grow into.
• Competitive market-rate salary for a Series B company.
• Flexible remote work.
• Subsidized healthcare, vision, and dental.
• 401k.
• Early equity!