Job Details

Stratus, is the leading cloud-based platform for MEP contractors. We're on a mission to revolutionize the construction industry by providing innovative data driven solutions that seamlessly layer across a contractor's entire workflow from design, to fabrication, to installation.

Customer Success Manager

(Renewals, Upsell, Relationship Management, Adoption)

Role Summary

Customer Success 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.

The pay range for this role is:

120,000 - 130,000 USD per year (Remote (United States))