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Stratus is a software platform that digitizes and optimizes workflows for MEP (mechanical, electrical, plumbing) contractors. The company provides tools for design, fabrication, and installation across piping, plumbing, sheet metal, and electrical contracting, enabling data-driven decision-making for contractors.
As Manager of Customer Success, you will lead Stratus's Customer Success Manager (CSM) team, owning the post-go-live customer relationship and driving retention, expansion, and long-term value realization. You will build and coach a team of CSMs to drive product adoption, manage renewals, and grow revenue across the customer base.
Key responsibilities include:
**Team Leadership:** Directly manage Customer Success Managers with hiring, onboarding, coaching, 1:1s, career development, and performance management. Set clear KPIs for the team around gross and net retention, adoption, health scores, and expansion, holding the team accountable to targets.
**Operations & Process:** Build operating rhythms for quarterly business reviews (QBRs), renewal forecasting, account reviews, and health-score tracking. Establish CSM playbooks, talk tracks, renewal frameworks, and onboarding-to-CS handoff standards.
**Cross-functional Collaboration:** Partner closely with Solutions Engineering on customer handoffs and escalations, and with Sales on expansion opportunities. Work to increase net revenue retention (NRR), maintain gross revenue retention (GRR), and strengthen customer trust with MEP contractors.
You will create a scalable, repeatable, data-driven customer success function that manages the full customer lifecycle from onboarding through renewal and expansion. The role is remote but requires approximately 25–30% travel to visit customers and support team activities.
