Manager of Customer Success

Job description

About Us: STACK is a leading provider of cloud-based construction estimating and takeoff software solutions, committed to helping businesses transform through innovative solutions. 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: STACK is looking for a Manager, Customer Success to build service-managed Customer Success from the ground up and lead the team that runs it. This role owns two distinct motions on day one: one covering 4000+ paying single-seat accounts, and the other two named books. There's no playbook to inherit here – you're writing it, staffing the pod that runs it, and proving the model works as you go. You'll report to the VP, Customer Success, and manage a pod of 11 Customer Success Managers (CSMs), coaching them to build strong customer relationships, drive renewals and expansion, and make sure every account gets real value from the STACK platform. What You'll Do: 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. Your First 90 Days: 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. What You Bring: 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. Experience in construction, real estate, or another vertical SaaS market is a plus, not a requirement. Why Join STACK? Opportunity to work in a fast-paced, growth-oriented, remote-first environment. Async-friendly environment with a focus on ownership and deep work. Be part of a dynamic, supportive team where your contributions are valued. 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 compensation range for this position is about $118k-140k + quarterly bonus. 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