Customer Success Manager, Commercial Mid-Market

Stratus

Customer Success Manager at Stratus owning a portfolio of commercial mid-market accounts. Responsible for customer adoption, retention, relationship management, and driving revenue growth.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own a portfolio of commercial mid-market accounts end-to-end, serving as the primary point of contact and trusted advisor.
Build and maintain multi-threaded relationships across champion, economic buyer, and executive levels.
Develop and execute tailored success plans aligned to each customer’s strategic goals and key business outcomes.
Proactively monitor account health, engagement signals, and product usage to identify risk and opportunity early.
Drive on-time renewals across your book of business, managing the full renewal cycle from 90-day forecast through execution.
Maintain a rolling renewal forecast with high accuracy and visibility in Salesforce or equivalent CRM.
Identify and mitigate churn risk through proactive outreach, business reviews, and escalation management.
Achieve gross revenue retention (GRR) targets and net revenue retention (NRR) targets.
Identify and qualify expansion opportunities (upsell, cross-sell, seat expansion) within your existing customer base.
Lead commercial conversations with customers, partnering with your aligned Account Executive to close expansion deals.
Develop account growth plans that outline the path to expansion over a 12–24 month horizon.
Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, presenting ROI, product usage insights, roadmap alignment, and forward-looking success plans.
Build executive sponsorship programs and escalate appropriately when executive relationships need reinforcement.
Monitor product adoption milestones and proactively intervene when customers fall behind adoption benchmarks.
Serve as the voice of the customer internally, advocating for product enhancements, escalating support issues, and sharing market feedback with Product and Engineering.
Collaborate with Sales, Marketing, and Implementation on account strategy, case studies, and customer advocacy programs.

Requirements

What you’ll need

3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B SaaS environment.
Demonstrated track record of managing renewals and achieving or exceeding GRR/NRR targets.
Proven experience identifying and closing expansion opportunities (upsell, cross-sell) within an existing customer base.
Experience conducting Quarterly Business Reviews and presenting to VP/C-Suite stakeholders.
Comfort navigating executive-level conversations and building multi-threaded relationships within mid-market accounts.
Strong ability to forecast renewals and expansion pipeline with accuracy in a CRM (Salesforce preferred).
Excellent written and verbal communication skills with the ability to translate complex data into business value narratives.
Data-driven mindset - must be comfortable pulling, interpreting, and presenting product usage and outcome metrics.

Benefits

Comp & perks

25-30% travel
remote work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Account ManagementGross Revenue Retention (GRR)Net Revenue Retention (NRR)Data AnalysisProduct Usage Metrics

Soft Skills

Excellent Communication SkillsRelationship BuildingProactive Problem Solving