Customer Success Manager
About The Position
There’s never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs. From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus’ success. This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action. Job Summary: The Customer Success Manager plays a pivotal role in ensuring that Stratus’s clients achieve their desired outcomes through our full suite of services. This strategic, customer-facing role is responsible for managing post-sale relationships, driving customer satisfaction, and ensuring long-term value realization across our core capabilities—including exterior signage, interior branding, site refresh and remodel, energy and lighting solutions, repair and maintenance, and digital signage. This role requires a deep understanding of Stratus’s business lines and the ability to lead a team that proactively supports clients, resolves issues, and identifies opportunities for growth and retention. The Customer Success Manager works cross-functionally with Sales, Operations, Estimating, and Marketing to ensure a seamless customer experience and to translate customer feedback into actionable insights.
Requirements
- Bachelor’s degree in Business, Sales, Operations, or related field preferred.
- 5+ years of experience in customer success, account management, or client services, ideally in signage, branding, or facilities services.
- Proven ability to lead teams and manage complex customer relationships.
- Strong communication, problem-solving, and strategic thinking skills.
- Experience with CRM platforms and customer success tools.
Responsibilities
- Serve as the primary post-sale point of contact for key accounts.
- Build and maintain strong, long-term relationships with clients.
- Ensure customer satisfaction and retention through proactive engagement and support.
- Develop and execute customer success plans aligned with client goals and Stratus’s service offerings.
- Monitor customer health metrics and take action to address risks or opportunities.
- Identify upsell or cross-sell opportunities in collaboration with Sales.
- Partner with internal teams to ensure successful onboarding, implementation, and ongoing service delivery.
- Communicate customer feedback to Product, Engineering, and Marketing teams to inform improvements.
- Support continuous improvement initiatives across the customer lifecycle.
- Track and report on customer success metrics, including retention, satisfaction, and expansion.
- Present insights and recommendations to leadership to inform strategy and decision-making.
Benefits
- Supportive & Friendly Culture
- Manage national accounts for Fortune 500 companies
- Medical, Dental, Vision coverage options
- Flexible Spending & Health Savings Accounts
- Company paid Life Insurance
- 401k with Employer Contribution
- Company paid Short/Long Term Disability
- Generous Paid Time Off program + Holidays
- Career Growth Opportunities and Career Mapping
- Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
