Customer Success Manager

Stratus; United States; On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage options

401k with Employer Contribution

Generous Paid Time Off program + Holidays

Job summary

A leading brand implementation company is seeking a Customer Success Manager to ensure clients achieve their desired outcomes. This role involves managing post-sale relationships, driving customer satisfaction, and collaborating with various internal teams. The ideal candidate will have over 5 years of experience in customer success or account management, a relevant degree, and strong communication skills. A supportive culture and competitive salary of $100,000 - $110,000 plus bonus are offered.

Qualifications

• 5+ years of experience in customer success, account management, or client services.
• Proven ability to lead teams and manage complex customer relationships.
• Strong communication skills.

Responsibilities

• Serve as the primary post-sale point of contact for key accounts.
• Build and maintain strong relationships with clients.
• Monitor customer health metrics and take action to address risks.

Skills

Customer success

Account management

Communication

Problem-solving

Strategic thinking

Education

Bachelor’s degree in Business, Sales, Operations or related field

Tools

CRM platforms

Customer success tools

Job description

Overview

There’s never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage and interior branding to site refresh and remodel, from energy and lighting to repair and maintenance solutions, we deliver ideal solutions to meet all our client's branding needs. From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus’ success. This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action.

The Customer Success Manager plays a pivotal role in ensuring that Stratus’s clients achieve their desired outcomes through our full suite of services. This strategic, customer-facing role is responsible for managing post-sale relationships, wallet share growth, driving customer satisfaction and ensuring long-term value realization across our core capabilities—including exterior signage, interior branding, site refresh and remodel, energy and lighting solutions, repair and maintenance and digital signage. This role requires a deep understanding of Stratus’s business lines and the ability to lead a team that proactively supports clients, resolves issues, and identifies opportunities for growth and retention. The Customer Success Manager works cross-functionally with Sales, Project Management, Business Solutions and Marketing to ensure a seamless customer experience and to translate customer feedback into actionable insights.

Responsibilities

• Customer Relationship Management
  • 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
• Success Planning & Value Delivery
  • Meet or exceed Annual Operating Plan (AOP) for assigned customers
  • Meet or exceed wallet share growth quota by identifying and closing opportunities
  • 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 cross-sell opportunities in collaboration with Sales
• Cross-Functional Collaboration
  • Partner with internal teams to ensure successful onboarding, transition and ongoing service delivery
  • Communicate customer feedback to Strategy, Field Partner Management, Supply Chain, Manufacturing and Marketing teams to inform improvements
  • Support continuous improvement initiatives across the customer lifecycle
• Reporting & Insights
  • Track and report on customer success metrics, including retention, satisfaction and expansion
  • Present insights and recommendations to leadership to inform strategy and decision-making

Qualifications

• Bachelor’s degree in Business, Sales, Operations or related field preferred.
• 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

Travel Requirements

This position is required to travel as an essential function of this role due to the need for in-person interaction with customers, field partners and/or business stakeholders. Travel may include local, regional or national destinations and may be conducted via automobile, air or other modes of transportation. All travel must be pre-approved in accordance with company policy and conducted in compliance with applicable safety and expense guidelines.

Why Work With Us

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors

Pay Range

$100,000 - $110,000 + bonus - A pay range listed reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.

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