Customer Success Manager

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.

STACK Construction Technologies

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.

• 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.

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.

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

• Weeks 1-3:
  Get to know your book…