Customer Success Manager

Stratus is a market leader in brand implementation and maintenance, transforming how national brands connect with their customers. The Customer Success Manager is responsible for managing post-sale relationships, driving customer satisfaction, and ensuring long-term value realization across Stratus’s services.

Responsibilities:

• Serve as the primary post-sale point of contact for key accounts
• Build and maintain strong, long-term relationships with clients
• Ensure customer satisfaction and retention through proactive engagement and support
• Develop and execute customer success plans aligned with client goals and Stratus’s service offerings
• Monitor customer health metrics and take action to address risks or opportunities
• Identify upsell or cross-sell opportunities in collaboration with Sales
• Partner with internal teams to ensure successful onboarding, implementation, and ongoing service delivery
• Communicate customer feedback to Product, Engineering, and Marketing teams to inform improvements
• Support continuous improvement initiatives across the customer lifecycle
• Track and report on customer success metrics, including retention, satisfaction, and expansion
• Present insights and recommendations to leadership to inform strategy and decision-making

Requirements:

• 5+ years of experience in customer success, account management, or client services, ideally in signage, branding, or facilities services
• Proven ability to lead teams and manage complex customer relationships
• Strong communication, problem-solving, and strategic thinking skills
• Experience with CRM platforms and customer success tools
• Bachelor's degree in Business, Sales, Operations, or related field preferred