Customer Success Manager, Commercial Mid-Market

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🕒 Julho 2

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Stratus

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2001

🛡️ Seguros

💼 Consultoria

📦 Logística

Insurance • Consulting • Logistics

A Stratus é uma empresa de tecnologia e consultoria B2B que ajuda seguradoras de propriedades e acidentes e Agentes Gerais a modernizar sistemas legados, migrar para a nuvem e transformar dados de seguros para permitir lançamentos de produtos mais rápidos, melhores análises e eficiência operacional. Oferece serviços focados no domínio, incluindo implementação e otimização de Guidewire e Insurity, roteiros de migração para a nuvem na Azure, prontidão e execução de IA, estratégia e governança de dados, manutenção de aplicativos e garantia de qualidade, suporte à seleção de plataformas e talentos de TI sob demanda através de pods de entrega integrados. A Stratus se posiciona como um parceiro próximo, oferecendo soluções práticas de modernização e talentos para transformação tecnológica de seguros focadas nas pessoas.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 25-30% travel • remote work