Customer Success Manager, Commercial Mid-Market

Job description

Role Overview As 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 Do Account 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 For Required 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. MEP Industry Experience. 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 E-VERIFY STATEMENT Stratus participates in E-Verify. After you join the team, we'll verify your eligibility to work in the U.S. by submitting information from your Form I-9 to the Social Security Administration and, if needed, the Department of Homeland Security. This process happens post-hire only — we never use E-Verify to pre-screen applicants. E-Verify Notice Right to Work Notice Stratus, deriving from the Latin term meaning 'layer', offers an advanced set of MEP -specific solutions that seamlessly layer across a contractor's entire workflow from design to fabrication to installation. Our team of seasoned industry experts, skilled technology leaders, innovators, and entrepreneurs understands that fabrication does not occur in isolation, and increasingly, it may not happen within your own fabrication shop. Through close relationships with our customers — who include some of the most innovative and largest MEP contractors — we have developed a suite of Stratus tools to digitize, automate, and optimize piping, plumbing, sheet metal, and electrical contracting. Stratus provides the software layer an MEP contractor needs to optimize profits with true "Data-Driven Contracting."