Customer Success Manager

About Us

STACK is a leading provider of cloud-based construction software solutions, committed to helping businesses transform their workflows from first bid through final handoff. We pride ourselves on fostering a collaborative, dynamic environment where team members have the opportunity to grow and make a real impact.

About the Role:

Contractors buy STACK to change how they bid and build. Your job is to make sure that happens. As a Customer Success Manager , you'll own a book of about 440 growing contractor teams – companies with two to four STACK users – and help each of them get real, lasting value from the platform.

You'll work from customer signals. When usage drops, a renewal gets close, or a new user goes quiet, you'll know about it and reach out with a plan. It's a great fit for someone who cares about customer outcomes and wants their time to go where it makes the biggest difference.

What You’ll Do:

• Own a named book of about 440 accounts. Keep a current health score on every account, refresh it monthly, and know where each customer is in their journey.
• Respond to customer signals within 48 hours. Each signal points to one account and one specific problem. Pick the right play, act on it, and record the result so the team learns what works. When an account goes quiet, treat that as a signal too.
• Drive adoption and value. Our north star is customers doing real work: someone active in STACK on at least five days in the last 30. Find the accounts that have slipped and help them get back on track with practical, workflow-focused conversations.
• Manage renewals. Keep a renewal calendar for your book and start every renewal conversation at least 90 days out. Automated reminders handle the routine work, so you can focus on results.
• Protect and grow seats. Help customers keep the users they have and add more as their teams grow. Spot expansion opportunities and pass qualified leads to our sales team.
• Forecast accurately. Call commit, risk, and lost renewals by name each week.
• Be your customers' go-to contact. Answer workflow questions yourself, bring in Support for product issues, and loop in our Industry Consultants for trade-specific work.
• Pick up accounts from implementation. Accounts with two or more users join your book from our Onboarding & Consulting team at day 120.

Onboarding and Time to First Value:

The first 90 days shape the whole customer relationship. Our Onboarding & Consulting team gets new customers to first value. You step in when the signals show a customer is stuck, and you help that early momentum last.

• First value is a completed takeoff in week one. Customers who run a takeoff in their first week are 4.72x more likely to still be active at day 30. Every new user added to an account should reach that same milestone.
• Work closely with Onboarding & Consulting. Know which incoming accounts missed early milestones before they reach your book, so nothing gets lost in the handoff.
• Share what you learn. You'll often spot a pattern before the data does. Bring it to Onboarding & Consulting and Digital Success so the whole program gets better.

How Success Is Measured:

We measure you on the work you can influence day to day. Company-wide results like gross and net revenue retention matter too, and the whole team shares them.

• Primary measure: Percentage of your book with a current health score, refreshed monthly
• Secondary measures : Signals answered within 48 hours, signal queue cleared daily, renewals started 90 days out, forecast accuracy each quarter
• Team goals: Customers doing real work across the enterprise segment, week-one takeoff rate, month-three usage rate, net seat retention rate, gross revenue retention

Your First 90 Days:

• Weeks 1–3: Get to know your book and set a health score on every account. Start working renewal and usage-risk alerts right away.
• Weeks 2–6: Build a renewal calendar for the next four quarters, and start any renewal that's already inside the 90-day window.
• Weeks 4–8: Focus on accounts at risk of reducing seats, and reach out to customers who have stopped using STACK.
• Weeks 8–12: Run your first full forecast cycle and compare it with actual results at quarter end.

What You Bring:

• 4+ years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS, including at least 2 years owning enterprise or strategic accounts.
• Experience managing a named book of hundreds of accounts, with a realistic approach to how you spend your time.
• A habit of acting on what customers are doing in the product, and the discipline to keep your queue clear.
• Comfort holding a renewal conversation and a workflow conversation in the same call, with customer value leading the way.
• Curiosity about the product. You'll use STACK yourself so you can help customers solve real problems.
• A careful, accurate approach to forecasting.
• An understanding of seat growth as a retention strategy. Customers with more than one user are far more likely to stay.
• Experience in construction or estimating is a plus. Familiarity with Salesforce and Gong is expected.

What We're Building:

Our Customer Experience team is building a signal engine that brings risk, adoption, and expansion signals together in one place. Today, much of that work happens by hand with renewal tracking and usage alerts in Slack. Over the next two quarters, we're adding nightly risk monitoring, a single work queue, and automated digital outreach, followed by recommended plays for each signal. You'll help shape how it works.

How Our Team Works:

Five beliefs guide how our Customer Experience team serves customers:

• Meet customers where they are. A one-person roofing company and a 40-person general contractor get the same commitment, delivered in the way that fits each of them best.
• No customer left behind. Every customer gets our full activation program, including in-app guidance, learning paths, community, and webinars.
• Adoption compounds. A well-placed in-app moment can help thousands of customers at once, so we invest in programs that scale.
• Signals guide our time. We reach out when something happens in an account, including when it goes quiet.
• Earn the renewal early. A customer's decision to renew takes shape in their first few months, so our work starts in week one.

Each team has a clear focus: Onboarding & Consulting teaches, Customer Success intervenes, Support answers, and Digital Success builds the programs that help customers at scale.

At STACK, our values shape how we work, collaborate, and serve our customers:

• Radical Honesty: Communicate directly, respectfully, and transparently—even when conversations are difficult. Give and receive feedback with care.

• Customer Obsession: Put the customer at the center of every decision. Solve real problems, follow through, and measure success by customer outcomes.

• Move With Purpose: Take thoughtful action, remain accountable, and own both successes and mistakes. Anticipate what’s next and adapt as you learn.

• Grow Together: Share knowledge, collaborate across teams, and invest in one another’s development. Celebrate collective wins and treat setbacks as opportunities to learn.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected on target earnings is around $75k-95k USD. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. #LI-Remote