Manager, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Customer Success Manager team at Stratus, managing post-go-live customer relationships to enhance retention, expansion, and long-term value realization.

• Recruit, onboard, mentor, conduct one-on-one sessions, support career development, and assess performance for CSMs.

• Establish and oversee team KPIs related to gross retention, net retention, customer adoption, health scores, and expansion efforts.

• Develop operational rhythms for quarterly business reviews (QBRs), renewal forecasting, account assessments, and tracking health scores.

• Create CSM playbooks, conversation guides, renewal frameworks, and standards for onboarding transitions to customer success.

• Manage retention metrics, oversee renewal execution, and devise expansion strategies throughout the customer base.

• Construct and uphold renewal forecasts; conduct weekly reviews of the pipeline and risks with the CSM team.

• Collaborate with Sales and Account Executives on expansion and upselling initiatives.

• Evaluate customer health trends, pinpoint churn risks, and implement proactive retention strategies.

• Work with Solutions Engineering on post-go-live transitions and escalations.

• Engage with Product and Engineering teams to advocate for customer needs and influence product roadmap priorities.

• Partner with RevOps to measure the customer journey, create health score models, and operationalize CRM and customer success workflows.

• Act as the escalation point for at-risk or strategic accounts, including high-level executive discussions.

• Ensure that every account has a data-driven success plan linked to measurable outcomes and ROI.

• Maintain strong relationships with strategic accounts and represent Stratus during QBRs, renewals, and escalations.

• Advocate for customer feedback, particularly regarding MEP workflow requirements across field operations, VDC, project management, and fabrication.

⛳️ Requirements

• 5–7+ years of experience in customer success or account management.

• 3+ years of experience managing a Customer Success Manager or Customer Success team.

• Demonstrated success in managing renewals, gross/net retention, and expansion revenue against set quotas.

• Experience in developing or scaling repeatable customer success processes, including health scoring, QBR cadence, and renewal playbooks.

• Strong data fluency with CRM and customer success platforms such as Salesforce, Confluence/JIRA, ChurnZero, or HubSpot.

• Ability to monitor customer health, project renewals, and report on team performance effectively.

• Exceptional coaching, interpersonal, negotiation, and executive-level communication skills.

• Comfortable establishing structure and processes in a fast-paced, scaling startup with limited existing infrastructure.

• Preferred: experience in construction technology, MEP, fabrication, or engineering-focused sectors.

• Preferred: prior experience in a Series A–C SaaS environment, building a Customer Success function from the ground up.

• Familiarity with customer health-scoring methodologies and net revenue retention (NRR) and gross revenue retention (GRR) driven customer success operating models.

• Must be eligible to work in the United States; eligibility will be verified post-hire through E-Verify.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package including medical, dental, and vision coverage.

• Opportunities for professional growth and development.

• Flexible work environment with remote working options.

• Generous paid time off and holiday schedule.