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.
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What We Do
The Leading Tool for MEP Fabrication Workflows. Stratus is a cloud-based software platform that revolutionizes MEP fabrication and construction management by seamlessly integrating CAD software like Revit and AutoCAD with manufacturing tools to reduce errors and boost efficiency. By leveraging digital models for precision fabrication and enabling real-time collaboration, Stratus enhances communication among teams and ensures accurate project tracking. This platform empowers specialty contractors to streamline their workflows from BIM to installation, optimizing planning, resource allocation, and project execution. Stratus... - Optimizes Project Management and Decision Making with a modern, cloud-based platform that connects your VDC, Shop and Field teams - Eliminates Paper and PDF Workflows in the shop and in the field with direct access to the model - Reduces Waste with smart cut lists, material management and smart labels - Automates Fabrication with direct output to various cutting equipment - Eliminates Manual Conversion Steps with direct integration from CAD software like Revit and AutoCAD to manufacturing tools, automating the fabrication process and reducing errors -Leverages Historical Data to forecast future project timelines and productivity, enabling better planning and resource allocation -Assigns custom tracking statuses to work packages, offering unparalleled visibility into project progress and logistics
