Manager of Customer Success

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 value