Manager, Customer Success
Remote
Job Summary
Lead Stratus' Customer Success Manager team by managing hiring, onboarding, coaching, and performance while setting KPIs for gross/net retention, adoption, and expansion. Own post-go-live customer relationships, build renewal forecasts, and partner with Sales to drive upsell motions across the book of business. Establish operating rhythms for QBRs, health-score tracking, and renewal frameworks, ensuring every account has a data-driven success plan tied to measurable ROI. Collaborate with Solutions Engineering on handoffs, represent customer needs to Product teams, and act as the escalation point for strategic accounts. This remote role may require 25-30% travel and fits within a Series A–C SaaS environment scaling a CS function from the ground up.
Required Qualifications
- 5–7+ years in customer success or account management
- 3+ years managing a CSM/CS team
- Proven track record owning renewals, gross/net retention, and expansion revenue against quota
- Experience building or scaling repeatable CS processes — health scoring, QBR cadence, renewal playbooks — in a fast-moving environment
- Strong data fluency: comfortable using CRM and CS platforms (e.g., Salesforce, Confluence/JIRA, ChurnZero, HubSpot) to track health, forecast renewals, and report on team performance
- Excellent coaching, interpersonal, negotiation, and executive communication skills
- Comfortable building structure and process in a fast-moving, scaling startup with limited existing infrastructure
- ~25-30% travel
Desired Qualifications
- Experience with construction technology, MEP, fabrication, or engineering-focused customers
- Prior work in a Series A–C SaaS environment scaling a Customer Success function from the ground up
- Familiarity with customer health-scoring methodologies and NRR/GRR-driven CS operating models
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