Clearstory.build

• Own a portfolio of SC Enterprise accounts and drive strong renewal and expansion outcomes through proactive engagement • Lead comprehensive onboarding experiences including planning calls, exec check-ins, project team trainings, and more — ensuring full adoption across the customer organization • Conduct regular Implementation Reviews and QBRs to demonstrate value, surface risks, and identify expansion opportunities • Monitor health scores and product usage signals to identify at-risk accounts and develop intervention plans before issues escalate • Partner closely with Account Executives to identify, develop, and coordinate expansion opportunities — AEs own the deal, but you own developing the proof points and adoption that makes expansion possible • Manage renewal outreach and coordination for your book, using account knowledge and health signals to engage at the right time with the right message • Serve as the escalation point for complex support issues and advocate internally for Enterprise customer needs with Product and Engineering • Contribute to documentation and best practices for the ENT CS motion, helping define what excellent high-touch customer success looks like at Clearstory

• 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

The Role 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 The Company You’ll Join Clearstory is digitizing and automating the change order process inside the commercial construction industry. Just as TurboTax did for tax documents and Expensify did for receipts and expense reports, Clearstory is doing the same for change order communication and log management by building first-of-its-kind, category defining software that is revolutionizing the commercial construction industry. The construction industry is being transformed fast by technology, but the way companies communicate costs hasn’t evolved in decades and still heavily relies on carbon copy paper, spreadsheets and email to track billions of dollars. These arcane manual processes can take days or weeks and include hours of manual office tasks such as scanning, manually transcribing, and tedious data-entry into spreadsheets. At Clearstory we are changing that and creating a new category “change order communication,” by intelligently digitizing this age-old process. This leads to an increase in profits, more successful contractor to customer relationships, more transparency into a project’s true cost, and less wasted paper! We are a venture backed 100% SaaS company with impressive credentials for a company at our stage. - Blue Chip Clients. We have already landed some of the largest General and Subcontractors in the US and have helped our clients build landmark projects. - Significant Growth. We continue to double and triple our revenue and platform usage year over year. - Large Volumes Processed. Companies share over $100 million in Change Order Requests on our platform each and every month. - Significant and Important Projects. Our customers are trusting us to manage significant projects in the commercial construction industry. We have over $20 Billion worth of projects on our platform to date. The Team You’ll Be Surrounded By In addition to experienced SaaS and product leaders, our team has over 60 years of combined experience in the commercial construction space. At Clearstory we know our customer’s pain points and challenges first hand and have built a category defining product that serves the user first. You’ll be part of an ambitious and collaborative company, committed to growing a supportive and diverse team that is passionate about empowering our contractor customers.

• Serve as a day-to-day owner and administrator of HubSpot CRM • Administer and support core connected revenue systems, including: - Gong (conversation intelligence and CRM sync) - CPQ and document automation tools such as PandaDoc - Data enrichment and orchestration platforms such as ZoomInfo and Clay • Maintain and configure: - Contacts, Companies, Deals, and Tickets (as applicable) - Properties, property groups, and schemas - Pipelines, lifecycle stages, and associations • Own system access, permissions, and seat provisioning across revenue tools • Support testing, QA, and safe deployment of system changes • Ensure systems remain stable, scalable, and easy to use as the company grows • Maintain clear, well-organized documentation covering: - System architecture and data flows - Key workflows and automations - Field definitions, schemas, and naming conventions - Change logs and release notes for system updates** • Build, maintain, and monitor workflows across HubSpot and connected systems to support: - Data hygiene and normalization - Lifecycle stage updates across Sales and Customer Success - Routing, ownership assignment, and notifications - Deal progression and CPQ/document workflows • Troubleshoot workflow failures, sync issues, and automation errors • Document workflows and integrations clearly, including purpose, logic, dependencies, and known edge cases • Maintain workflow documentation and change logs to support long-term scalability** • Own data cleanliness, consistency, and structure across the revenue stack • Define and enforce standards for: - Deduplication - Required fields - Naming conventions and formatting • Monitor and validate inbound data from: - Web forms - Product data integrations - Gong, PandaDoc, ZoomInfo, Clay, and other third-party tools • Partner with data stakeholders to ensure reliable data flow between product and GTM systems • Proactively identify, investigate, and resolve data quality issues • Support territory, ownership, and account hierarchy management • Document data standards and governance rules to ensure consistent usage across teams** • Prototype and deploy AI-assisted workflows for: - Segmentation and enrichment - Lead and account scoring support - Data normalization and classification • Ensure CRM schemas, fields, and workflows are structured to support: - AI-assisted analysis - Automation and orchestration tools - Future AI-enabled workflows across Sales, Marketing, and Customer Success • Document AI-assisted workflows and assumptions to ensure transparency and maintainability • Support defined marketing operations tasks in HubSpot, including: - Building lists and segments from documented criteria - Supporting email nurtures from approved specifications - Managing forms and campaign tracking • Act as a systems support partner for Sales and Customer Success: - CRM and workflow troubleshooting - Data cleanup and field updates - Ownership, pipeline, and territory adjustments • Reduce friction and manual work for customer-facing teams by ensuring systems behave predictably and are well-documented • Support website CMS administration as it relates to GTM data capture • Support Google Tag Manager and Google Analytics integrations • Monitor form submissions, conversion tracking, and downstream data flow • Collaborate on custom tracking, event instrumentation, and validation • Ensure accurate data flow from website → HubSpot → reporting • Document tracking implementations and data definitions • Maintain baseline HubSpot dashboards and reports • Monitor system health indicators, including: - Data completeness - Workflow and sync errors - Routing and ownership accuracy • Support ad hoc data validation and operational reporting requests • Partner with RevOps leadership to ensure reporting accuracy and trust • Maintain reporting documentation and metric definitions