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.

What You’ll Do

• • 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.

E-Verify Notice

Right to Work Notice