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.