Customer Success Manager

Clue is looking for a Customer Success Manager to own the customer relationship from proof-of-concept through renewal. You'll lead training and support during rollout, keep customers engaged and getting value after go-live, and grow our footprint within their operations over time. This is a relationship-driven role: you'll work alongside the Implementation Manager and engineering on the technical side, and carry the KPIs for conversion and renewal on yours.

Key Responsibilities

• Customer Success: Lead customer engagement with assigned accounts to provide training, support, and guidance.  Monitor and develop their use of the software throughout the course of the relationship and consistently secure stakeholder adoption.
• Ongoing Engagement: Maintain maximum customer satisfaction by conducting monthly meetings with customers who have completed rollout: training on new functionality, gathering feedback, and staying ahead of anything that could put the relationship at risk.
• Account Expansion: Identify and pursue opportunities to expand Clue's use into new modules or operational areas within existing customer accounts.
• Cross-Functional Issue Management: Manage customer issues across CRM and engineering systems to ensure proper tracking, prioritization, and resolution. Create detailed feature requests and bug reports with context from the field, advocating for customer needs in product discussions.
• Contract Renewals: Own the KPIs for converting proof-of-concept customers to annual contracts, as well as annual contract renewals.
• Executive Relationship Building: Represent Clue with senior executives at enterprise accounts, building the trust and credibility that keeps customers engaged and renewing year over year.
  

• Industry Experience: Proven experience in customer success, account management, or rollout support for telematics, GPS, ERP, or maintenance systems (e.g., Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, Oracle JDE) with heavy construction companies. Strong understanding of equipment lifecycle management, preventive maintenance programs, and fleet utilization metrics.
• Customer Service Excellence: A strong background in providing exceptional customer support, with the judgment to know when a customer needs hand-holding and when they need to be challenged.
• Relationship Building: Comfortable engaging and representing Clue with senior executives at enterprises with revenues of $1-5 billion, with the negotiation skills high-stakes renewal conversations require.
• AI-Native: Daily user of modern AI tools for real work. Uses AI to write, analyze, research, automate, and solve problems. Stays current with new tools and actively upgrades their workflow as better AI tools appear.
• Business Intelligence Acumen: Ability to understand customer operational metrics in heavy construction (equipment utilization, maintenance KPIs, fleet cost tracking, telematics health) and talk through them with customers. Comfortable partnering with technical teammates to turn a customer's questions into the right report or dashboard.
• Communication & Training: Confident leading live training sessions and guiding both hands-on users and executive stakeholders through rollout and expansion, with the communication skills to translate technical concepts for a non-technical audience.
• Travel: Minimum once per month.
  

• First 30 Days: Ramp up on Clue's product, customer base, and success playbook. Shadow weekly success calls on active rollouts, and start building relationships with the customers on your book of business.
• First 60 Days: Independently run weekly success calls for your assigned accounts, lead your first monthly check-in with a customer past rollout, and identify your first expansion opportunity within an existing account.

Benefits:

• Comprehensive Benefits: Full healthcare coverage and 100% match on 401k contributions up to 6%.
• Work Flexibility: 100% remote role in the U.S.
• Leadership Access: Direct reporting to founders.
• Dynamic Role: Lead in an innovative tech company.
• Collaborative Culture: Progressive and team-oriented work environment.
• Professional Growth: Opportunities for development and advancement.
• Values Commitment: A merit-based hiring ethos with a diverse team from numerous nationalities.

Start date:

As soon as possible.

How to apply:

Complete the application by answering the screening questions.

About Clue:

Clue is revolutionizing the $20 trillion construction market with our innovative smart construction platform. Our data-driven and AI-powered solution delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively.

Our software is used by dozens of the US largest construction firms, we're growing rapidly, and we're backed by one of the world’s largest construction organizations.

Clue proudly employs a diverse team of two dozen full-time employees and contractors.