Customer Success Manager

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 & interior branding to site refresh & remodel, from energy & lighting to repair & 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.

Summary

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