Customer Success Manager, Commercial Mid-Market

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.

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.

• MEP Industry Experience.

• 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.
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