Strategic Customer Success Manager

STACK is a leading provider of cloud-based construction estimating and takeoff software, committed to helping businesses transform how they work. We pride ourselves on fostering a collaborative, dynamic environment where team members have the opportunity to grow and make a real impact.

STACK is looking for a Strategic Customer Success Manager to own a named book of our largest and most complex customer accounts. You'll be the primary relationship owner for multi-seat and enterprise customers – general contractors, specialty subcontractors, and preconstruction teams that run their bidding and estimating on STACK. You own renewals, expansion, and adoption across your book, and you're the voice of these customers inside STACK.

You’ll report to the Manager, Customer Success, and work alongside the pod that covers our pooled single-seat accounts. The Enterprise motion is still taking shape, so the account plans, health signals, and business reviews you build will set the standard for how STACK runs named coverage.

• Named Book Ownership – Own a book of named accounts end to end: the relationship, the renewal strategy, and the expansion motion.

• Executive Relationships – Build relationships beyond the day-to-day user. Know the owners, directors of preconstruction, and executive sponsors who make the buying decisions.

• Renewals & Retention – Own gross and net retention for your book. Start renewal conversations early, spot risk before it shows up in usage, and build recovery plans that work.

• Expansion – Find and drive growth: added seats, new offices or divisions, and adoption of Build & Operate alongside Takeoff & Estimate. Partner with Sales to close commercial expansion.

• Adoption & Value Realization – Orchestrate onboarding for new strategic accounts and drive adoption across every team that touches STACK. Tie usage to outcomes the customer cares about, like more bids out the door and faster turnaround.

• Success Plans & Business Reviews – Build account plans with clear, measurable goals and run quarterly business reviews with customer leadership.

• Health Monitoring – Track health signals across your book, spot risk trends early, and act on them.

• Voice of the Customer – Bring structured feedback to Product and advocate for your customers' priorities on the roadmap.

• Cross-Functional Coordination – Partner with Sales, Support, CS Ops, and Product to keep handoffs, escalations, and account signals moving cleanly.

• Forecasting – Keep an accurate renewal and expansion forecast for your book and present it in pod forecast reviews.

• Meet your book. Connect with the primary contact and executive sponsor for your Tier 1 accounts in your first 60 days, then tier the book by risk and growth opportunity.

• Build the account plans. Publish a written success plan for each top-tier account, with goals the customer has agreed to.

• Lock the renewal runway. Document a renewal plan for every account renewing in the next 180 days, with owners, risks, and next steps.

• Run your first business reviews. Lead quarterly business reviews with your top accounts and capture the outcomes in a repeatable template.

• Contribute to the signal library. Work with your manager to define the health signals that matter most for named accounts.

• Tighten the Sales handoff. Agree with Sales on a handoff checklist for new enterprise deals so every customer starts with context, not a cold intro.

• 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.

• A track record of hitting or beating renewal, net retention, and expansion targets.

• Executive presence. You’re comfortable leading a business…