Stratus

Compensation

Full Description

Customer Success Manager (Renewals, Upsell, Relationship Management, Adoption) Role Summary Account Managers own the post-go-live customer relationship and are responsible for driving adoption, value realization, renewals, and growth across their book of business. They partner closely with Solutions Engineers for technical support/escalations and with Sales for expansion opportunities. They do not own implementation — their work begins once a customer is live and using Stratus. Key Responsibilities Customer Relationship & Value Delivery Build strong, trusted relationships with MEP contractor stakeholders across field, VDC, PM, and fabrication teams. Lead recurring value conversations, ensuring customers achieve measurable ROI and workflow improvements with Stratus. Drive product adoption and identify opportunities to deepen usage across business units. Renewals & Growth Own renewal forecasting, negotiation, and execution across your account portfolio. Identify and qualify expansion opportunities and partner with Sales on upsell motions. Use data to assess account health, mitigate churn risk, and prioritize proactive engagement. Customer Advocacy & Enablement Deliver customer training sessions and best-practice guidance post-implementation. Surface product feedback, workflow gaps, and customer needs back to Product and Engineering. Create and maintain customer success plans aligned to strategic outcomes. Required Skills & Experience 3–5 years in customer success, account management, or related customer-facing roles. Familiarity with construction technology, MEP workflows, or project delivery environments (field + office). Demonstrated experience owning renewals, negotiating contract value, and driving expansion. Strong communication, relationship building, and storytelling skills. Data-driven mindset with the ability to measure customer health and value realization. Preferred Experience with mid-market or enterprise SaaS accounts. Background working with technical or operations-heavy customer personas.