Manager, Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Stratus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

Stratus is a B2B technology and consulting firm that helps property & casualty insurers and Managing General Agents modernize legacy core systems, migrate to the cloud, and transform insurance data to enable faster product launches, better analytics, and operational efficiency. It offers domain-focused services including Guidewire and Insurity implementation and optimization, cloud migration roadmaps on Azure, AI readiness and execution, data strategy and governance, application maintenance and QA, platform selection support, and on-demand IT talent via embedded delivery pods. Stratus positions itself as a high-touch partner delivering practical, people-first modernization and talent solutions for insurance technology transformation.

📋 Description

• Lead Stratus’ Customer Success Manager team and own post-go-live customer relationships across retention, expansion, and long-term value realization • Hire, onboard, coach, conduct 1:1s, support career pathing, and manage performance for CSMs • Set and manage team KPIs for gross retention, net retention, adoption, health score, and expansion • Build operating rhythms for QBRs, renewal forecasting, account reviews, and health-score tracking • Establish CSM playbooks, talk tracks, renewal frameworks, and onboarding-to-CS handoff standards • Own retention metrics, renewal execution, and expansion strategy across the customer base • Build and maintain renewal forecasts; review pipeline and risk weekly with the CSM team • Partner with Sales/AEs on expansion and upsell motions • Analyze customer health trends, identify churn risk, and direct proactive save strategies • Partner with Solutions Engineering on post-go-live handoffs and escalations • Collaborate with Product and Engineering to represent customer needs and influence roadmap priorities • Partner with RevOps to instrument the customer journey, build health-score models, and operationalize CRM/CS workflows • Act as escalation point for at-risk or strategic accounts, including executive-level conversations • Ensure every account has a data-driven success plan tied to measurable outcomes and ROI • Maintain high-touch relationships with strategic accounts and represent Stratus at QBRs, renewals, and escalations • Champion customer feedback, especially regarding MEP workflow needs across field, VDC, PM, and fabrication

🎯 Requirements

• 5–7+ years in customer success or account management • 3+ years managing a Customer Success Manager/Customer Success team • Proven track record owning renewals, gross/net retention, and expansion revenue against quota • Experience building or scaling repeatable CS processes, including health scoring, QBR cadence, and renewal playbooks • Strong data fluency with CRM and CS platforms such as Salesforce, Confluence/JIRA, ChurnZero, or HubSpot • Ability to track customer health, forecast renewals, and report on team performance • Excellent coaching, interpersonal, negotiation, and executive communication skills • Comfortable building structure and process in a fast-moving, scaling startup with limited existing infrastructure • Preferred: experience with construction technology, MEP, fabrication, or engineering-focused customers • Preferred: prior work in a Series A–C SaaS environment scaling a Customer Success function from the ground up • Familiarity with customer health-scoring methodologies and NRR/GRR-driven CS operating models • Must be eligible to work in the United States; eligibility is verified post-hire through E-Verify