Your Career In The Stratusphere

There’s never been a better time to join Stratus!

As the market leader in brand implementation and maintenance, we help the world’s most recognized brands show up consistently—everywhere they operate. From exterior signage and interior branding to site refreshes, digital signage, and ongoing repair and maintenance, we bring brands to life where it matters most. Our work extends far beyond installation—we become a long-term partner in helping brands succeed.

At Stratus, every employee plays a direct role in that impact. We operate with a strong commitment to customer service, a focus on execution, and a bias for action. If you're looking for a place where your contributions are visible, your growth is supported, and your work makes a real difference, you’ll find it here.

The Opportunity

The Vice President of Customer Success is responsible for developing and executing the organization's customer success strategy to maximize customer retention, satisfaction, growth, and advocacy. This executive leader will oversee a team of Customer Success Managers (CSMs), establish scalable customer engagement programs, and partner cross-functionally with Operations, Sales, Marketing, and Product teams to ensure a world-class customer experience.

The VP of Customer Success serves as the voice of the customer within the organization, driving initiatives that improve customer outcomes, strengthen long-term partnerships, and support revenue growth through retention, expansion, and customer loyalty. The VP will be evaluated on their ability to drive customer retention, revenue growth, and overall customer satisfaction. Key measures of success include improving retention rates, increasing net revenue retention through account expansion, enhancing customer satisfaction (CSAT) and advocacy (NPS), driving product adoption, growing revenue within strategic accounts, developing high-performing Customer Success Managers, and maintaining consistent executive engagement through timely completion of Quarterly Business Reviews (QBRs).

The Impact You’ll Make

Customer Success Leadership (80%)

Team Leadership & Development

• Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture centered on customer outcomes, accountability, and continuous improvement.
• Establish clear performance expectations, coaching plans, and professional development opportunities for team members.
• Promote a customer-first mindset across all customer-facing functions.

 Customer Retention & Revenue Growth

• Ensure Customer Success Managers effectively manage strategic customer portfolios, including maintaining a minimum of five key accounts generating over $1 million in annual revenue through multiple service offerings.
• Drive customer retention, renewal, and expansion strategies that contribute to sustained revenue growth.
• Partner with Sales leadership to identify and execute upsell and cross-sell opportunities within existing accounts.

 Customer Success Operations

• Develop and maintain a structured customer engagement framework, including:
  • Quarterly Business Reviews (QBRs)
  • Executive Business Reviews
  • Customer communication cadence plans
  • Account health monitoring programs
  • Customer success playbooks
• Establish and monitor key performance indicators (KPIs), including:
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Customer Retention Rate
  • Revenue Retention
  • Customer Lifetime Value
  • Product Adoption Metrics
• Ensure Customer Success Managers proactively identify customer risks, retention challenges, and opportunities for increased customer value.
• Implement reporting processes that provide visibility into customer health, retention forecasts, and team performance.

 Customer Advocacy & Voice of Customer

• Champion customer feedback throughout the organization and ensure customer insights are communicated effectively to internal stakeholders.
• Measure and improve the team's ability to identify customer pain points and collaborate with Sales, Operations, and Product teams to address them.
• Develop customer reference and advocacy programs that strengthen brand loyalty and support business growth.

 Strategic Partnership & Operational Excellence (20%)

Cross-Functional Collaboration

• Partner with Operations, Sales, Marketing, and Product teams to ensure alignment on customer experience objectives and business priorities.
• Ensure customer needs remain central to strategic and operational decision-making across the organization.
• Collaborate with leadership teams to drive continuous improvements in products, services, and customer-facing processes.

 Customer Experience Strategy

• Design and implement customer success strategies that support organizational growth goals while enhancing customer satisfaction and retention.
• Oversee the customer journey from onboarding through renewal, ensuring a seamless and positive customer experience at every stage.
• Identify customer experience gaps and lead initiatives that improve service delivery and customer outcomes.

 Risk Management & Continuous Improvement

• Proactively identify customer-related risks and develop mitigation strategies to protect customer relationships and revenue.
• Evaluate and optimize customer success technologies, platforms, and processes to improve efficiency and scalability.
• Stay informed of industry trends, best practices, and emerging technologies to ensure the organization maintains a competitive advantage in customer success.

 Financial & Resource Management

• Develop and manage departmental budgets, ensuring effective allocation of resources to achieve strategic objectives.
• Analyze customer success performance data and business metrics to support informed decision-making and continuous improvement efforts.

What You Need to Succeed

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field required. MBA or advanced business degree preferred.
• 10+ years of progressive leadership experience in Customer Success, Account Management, Operations, or related customer-facing functions.
• Experience supporting national accounts within manufacturing, professional services, staffing, facility services, or similar service-based organizations.
• Demonstrated success leading customer retention and revenue growth initiatives.
• Proven experience managing strategic customer relationships with multi-million-dollar accounts.
• Experience developing customer success programs, KPI frameworks, and executive-level reporting.
• Executive presence with the ability to influence stakeholders at all organizational levels.
• Strong change management and organizational leadership capabilities.
• Proven ability to build, coach, and retain high-performing teams.
• Strategic thinker with strong business acumen and customer-centric decision-making skills.
• Exceptional verbal, written, presentation, and negotiation skills.
• Ability to conduct executive-level presentations and effectively engage large audiences.
• Strong analytical and problem-solving abilities with the capability to identify trends and translate data into actionable business strategies.
• Experience with CRM, customer success, and reporting platforms preferred.
• Strong understanding of customer lifecycle management and customer success best practices.
• Ability and willingness to travel up to 25% nationwide to support customer meetings, business reviews, presentations, industry events, and strategic initiatives.

What We Offer

Culture & Growth

• Supportive, collaborative work environment
• Career growth and advancement opportunities
• Regular coaching, feedback, and mentorship to support growth

Health & Wellbeing

• Competitive medical, dental, and vision coverage
• Health Savings Accounts with employer contributions
• Flexible spending accounts
• Employee Assistance Program

Financial Security

• Weekly pay schedule
• 401(k) with employer match
• Company-paid life insurance
• Company-paid short- and long-term disability coverage

Work-Life Balance

• Generous paid time off and company holidays
• Volunteer Time Off
• Paid parental leave

Pay Transparency

The base salary for this position starts at $160,000.00 per year.

This range reflects the anticipated compensation for this role at the time of posting. Actual pay may vary based on factors such as job-related skills, experience, education, location, and business needs. This position may also be eligible for bonus or incentive compensation based on individual and company performance.

Travel Requirements

This position requires travel as an essential function of the role to support in-person interaction with customers, field partners, and business stakeholders. Travel may be conducted via automobile, air, or other modes of transportation and may include overnight stays as needed.

Work Environment

This role operates in a [remote home office / hybrid office / or on-site office] environment, with regular collaboration across teams. The position involves extended periods of sitting, computer use, and virtual communication. Physical requirements may include lifting up to 20 pounds and general movement within an office setting.

Pre-Employment Requirements

All offers of employment with Stratus are contingent upon the successful completion of a background check, in accordance with applicable laws. Certain roles, including those designated as safety-sensitive or regulated positions, employment may also be contingent upon successful completion of a pre-employment drug screening and/or other regulatory requirements.

Our Commitment to Inclusion

Stratus is committed to building a diverse, equitable, and inclusive workplace where everyone has the opportunity to succeed. We are proud provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact people.culture@onestratus.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.

Additional Information

This job description is not intended to be a complete list of all duties or responsibilities. Responsibilities may change at any time based on the needs of Stratus.