Customer Success Manager, Commercial Mid-Market

Stratus

1d•Remote

About The Position

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.

Requirements

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.
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

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.