Strategic Customer Success Manager

About Us

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.

About the Role

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.

What You'll Do

• 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.

Your First 90 Days

• 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.

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.

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

• Executive presence. You're comfortable leading a business review with an owner or C-level sponsor and steering the conversation toward outcomes.

• Commercial instincts. You can spot an expansion opportunity, build the business case, and work through a tough renewal.

• Strong organization across a complex book – you manage many stakeholders and priorities without letting accounts go quiet.

• Comfort with data. You can read a dashboard, spot a risk trend, and act on it.

• Comfort building process where none exists yet. You'll help write the playbook, not just follow it.

• Clear, confident communication with customers, internal teams, and leadership.

• 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 on target earnings is around $110k- $130k 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.