Manager of Customer Success

STACK Construction Technologies provides cloud-based construction estimating and takeoff software solutions. The Manager, Customer Success will build and lead a service-managed Customer Success function, managing 11 Customer Success Managers while driving customer relationships, renewals, expansion, segmentation, processes, forecasting, and cross-functional coordination.

Responsibilities:

• Pooled Queue Management – Keep coverage and response quality high across single-seat accounts, even at 1:many ratios
• Named Book Oversight – Manage two named books through CSMs who own the account relationship, renewal strategy, and expansion motion
• Team Leadership – Hire, onboard, coach, and manage a pod of 11 CSMs. Set clear goals, run regular 1:1s, and develop your team's skills over time
• Segmentation Strategy – Define and defend the line between SMB (pooled) and Enterprise (named) coverage as the book grows
• Retention & Growth – Own renewal and expansion targets across your team's book of business. Spot at-risk accounts early and build recovery plans that work
• Process & Playbooks – Build and refine the playbooks, health scoring, and workflows your team uses to manage accounts consistently at scale
• Cross-Functional Coordination – Partner with Sales, CS Ops, and Support to keep handoffs, escalations, and account signals moving cleanly
• Reporting & Forecasting – Build the forecast reviews, pod stand-ups, and QBWs that make a brand-new function predictable, and report progress to leadership
• Agree the SMB/Enterprise threshold with Sales – in writing. Land a documented, mutually agreed definition of where the pooled queue ends and the named book begins
• Build the SMB 1:1 ramp. Design and launch the onboarding plan that gets new CSMs productive on the pooled queue fast
• Publish the signal library. Define and document the health signals the pod uses to prioritize accounts across both motions
• Run the manual interim queue until CS Ops lands. Own triage and routing by hand so coverage doesn't lapse while tooling catches up
• Document the fifth-head trip-wire. Define the specific, data-backed threshold that triggers the case for a 12th hire on the pod

Requirements:

• 3+ years managing a Customer Success or Account Management team, ideally in SaaS, including experience across both pooled/SMB and named/Enterprise motions
• A track record of hitting or beating retention, renewal, and growth targets
• Strong coaching skills. You develop people, not just manage their output
• Comfort operating without fully built tooling or process – you'll run things manually in the near term while systems catch up
• Comfort with data. You can read a dashboard, spot a risk trend, and act on it
• A strong cross-functional partner, particularly with Sales on segmentation and CS Ops on tooling handoff
• Clear, confident communication with customers, your team, and cross-functional partners
• We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas
• Experience in construction, real estate, or another vertical SaaS market is a plus, not a requirement