The Customer Success Manager at Stratus ensures post-go-live customer relationships, driving product adoption and renewals while identifying growth opportunities and delivering training.
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 SummaryCustomer 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.
- Experience with mid-market or enterprise SaaS accounts.
- Background working with technical or operations-heavy customer personas.
Top Skills
Construction Technology
SaaS
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