Role OverviewAs a Customer Success Manager (CSM) on our Commercial Mid-Market team, you will own a portfolio of 30-50 accounts. You will be the primary point of contact post-sale, responsible for adoption, retention, expansion, and executive-level relationships. You will partner closely with Sales, Implementation, Product, and Support to ensure customers achieve measurable business outcomes and renew and grow with Stratus.
*This is a remote role that requires ~25-30% travel. We are looking for someone to work on US eastern time.
What You'll DoAccount Management & Relationship Building- Own a portfolio of commercial mid-market accounts end-to-end, serving as the primary point of contact and trusted advisor.
- Build and maintain multi-threaded relationships across champion, economic buyer, and executive levels.
- Develop and execute tailored success plans aligned to each customer's strategic goals and key business outcomes.
- Proactively monitor account health, engagement signals, and product usage to identify risk and opportunity early.
Renewals & Retention- Drive on-time renewals across your book of business, managing the full renewal cycle from 90-day forecast through execution.
- Maintain a rolling renewal forecast with high accuracy and visibility in Salesforce or equivalent CRM.
- Identify and mitigate churn risk through proactive outreach, business reviews, and escalation management.
- Achieve gross revenue retention (GRR) targets and net revenue retention (NRR) targets.
Expansion & Upsell- Identify and qualify expansion opportunities (upsell, cross-sell, seat expansion) within your existing customer base.
- Lead commercial conversations with customers, partnering with your aligned Account Executive to close expansion deals.
- Develop account growth plans that outline the path to expansion over a 12-24 month horizon.
- Contribute to pipeline generation by surfacing whitespace and referral opportunities within your accounts.
Executive Business Reviews & Strategic Engagement- Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, presenting ROI, product usage insights, roadmap alignment, and forward-looking success plans.
- Facilitate executive-level conversations that connect Stratus outcomes to the customer's strategic priorities and board-level goals.
- Build executive sponsorship programs and escalate appropriately when executive relationships need reinforcement.
Onboarding & Adoption- Monitor product adoption milestones and proactively intervene when customers fall behind adoption benchmarks.
- Partner with the implementation and professional services teams on complex onboarding engagements.
Cross-Functional Collaboration- Serve as the voice of the customer internally, advocating for product enhancements, escalating support issues, and sharing market feedback with Product and Engineering.
- Collaborate with Sales, Marketing, and Implementation on account strategy, case studies, and customer advocacy programs.
- Contribute to CS team initiatives including playbook development, onboarding refinement, and internal training.
What We're Looking ForRequired Qualifications- 3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B SaaS environment.
- Demonstrated track record of managing renewals and achieving or exceeding GRR/NRR targets.
- Proven experience identifying and closing expansion opportunities (upsell, cross-sell) within an existing customer base.
- Experience conducting Quarterly Business Reviews and presenting to VP/C-Suite stakeholders.
- Comfort navigating executive-level conversations and building multi-threaded relationships within mid-market accounts.
- Strong ability to forecast renewals and expansion pipeline with accuracy in a CRM (Salesforce preferred).
- Excellent written and verbal communication skills with the ability to translate complex data into business value narratives.
- Data-driven mindset - must be comfortable pulling, interpreting, and presenting product usage and outcome metrics.
Preferred Qualifications- Experience with CS platforms such as Gainsight or ChurnZero.
- Familiarity with CRM tools (Salesforce, HubSpot) and business intelligence or product analytics tools (Amplitude, Looker, Tableau).
- Background in a high-growth SaaS company managing a commercial or mid-market segment.
- Experience in a product-led growth (PLG) or hybrid sales motion environment.
- Knowledge of MEDDIC or other value-based sales/success frameworks.
- Experience with onboarding program design or customer enablement content development.
Core Competencies- Executive presence and confidence in senior-level business conversations
- Commercial acumen able to identify, build, and close expansion opportunities
- Strong organizational skills to manage a large, diverse portfolio simultaneously
- Consultative approach leads with customer outcomes, not product features
- Resilience and adaptability in fast-paced, high-growth environments
- Team player who elevates others and contributes to a culture of customer obsession
