Vice President, Customer Success

About the Company

Stratus supports some of the world’s most recognized brands by helping them deliver a consistent presence across every location they operate. The company focuses on brand implementation and ongoing maintenance, including exterior signage, interior branding, site refreshes, digital signage, and repair and maintenance services. Its work goes beyond installation by building long-term partnerships that help customers succeed.

The organization emphasizes strong customer service, disciplined execution, and a proactive approach. Team members have visible impact, meaningful growth opportunities, and the chance to contribute to outcomes that matter.

Role Overview

The Vice President of Customer Success will define and lead the company’s customer success strategy to improve retention, satisfaction, expansion, and advocacy. This executive will manage the Customer Success Managers team, build scalable engagement programs, and work closely with Operations, Sales, Marketing, and Product to deliver an excellent customer experience.

The role acts as the internal advocate for customers and is accountable for strengthening long-term relationships, improving outcomes, and supporting revenue growth through renewals, account expansion, and loyalty. Success in the role will be measured through stronger retention, higher net revenue retention, improved CSAT and NPS, better product adoption, growth in strategic accounts, development of the Customer Success team, and consistent executive-level QBR execution.

Key Responsibilities

Customer Success Leadership

• Guide, coach, and build a high-performing Customer Success Managers team with a strong focus on customer outcomes, ownership, and ongoing improvement.
• Create clear expectations, coaching plans, and development paths for team members.
• Embed a customer-first approach across all customer-facing functions.

Retention and Revenue Growth

• Ensure Customer Success Managers effectively manage strategic portfolios, including at least five key accounts each generating more than $1 million in annual revenue across multiple services.
• Lead efforts that improve retention, renewals, and account expansion to support revenue growth.
• Work with Sales leadership to identify and pursue upsell and cross-sell opportunities in existing accounts.

Customer Success Operations

• Build and maintain a structured customer engagement model, including QBRs, Executive Business Reviews, customer communication schedules, account health monitoring, and customer success playbooks.
• Set and track KPIs such as CSAT, NPS, retention rate, revenue retention, customer lifetime value, and product adoption.
• Make sure Customer Success Managers identify risks, retention barriers, and opportunities to increase customer value early.
• Put reporting in place that gives visibility into customer health, retention forecasts, and team performance.

Customer Advocacy and Voice of Customer

• Bring customer feedback into internal discussions and ensure insights are shared clearly with key stakeholders.
• Improve the team’s ability to surface customer pain points and work with Sales, Operations, and Product to resolve them.
• Create customer reference and advocacy programs that build loyalty and support growth.

Strategic Partnership and Operational Excellence

• Collaborate with Operations, Sales, Marketing, and Product to align on customer experience priorities and business goals.
• Keep customer needs central to strategic and operational decisions.
• Partner with leadership to drive ongoing improvement in services, products, and customer-facing processes.

Customer Experience Strategy

• Design and implement customer success strategies that support growth while increasing satisfaction and retention.
• Own the customer journey from onboarding through renewal to ensure a smooth and positive experience at every stage.
• Identify gaps in customer experience and lead improvements that strengthen service delivery and results.

Risk Management and Continuous Improvement

• Identify customer-related risks early and create mitigation plans that protect relationships and revenue.
• Review and improve the tools, systems, and processes used by Customer Success to increase efficiency and scalability.
• Stay current on industry trends, best practices, and emerging technologies to maintain a competitive edge.

Financial and Resource Management

• Develop and manage the department budget with effective resource allocation to meet strategic goals.
• Analyze customer success data and business metrics to support informed decisions and continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required; an MBA or other advanced business degree is preferred.
• At least 10 years of progressive leadership experience in Customer Success, Account Management, Operations, or another customer-facing function.
• Background supporting national accounts in manufacturing, professional services, staffing, facility services, or similar service-based businesses.
• Proven track record of improving retention and driving revenue growth.
• Experience managing strategic relationships with multi-million-dollar accounts.
• Ability to design customer success programs, KPI structures, and executive reporting.
• Strong executive presence with the ability to influence stakeholders at all levels.
• Demonstrated change management and organizational leadership capability.
• Proven success building, coaching, and retaining strong teams.
• Strategic mindset with strong commercial judgment and customer-focused decision-making.
• Excellent verbal, written, presentation, and negotiation skills.
• Comfort presenting to executive audiences and speaking to large groups.
• Strong analytical and problem-solving ability, including the skill to interpret trends and turn data into action.
• Experience with CRM, customer success, and reporting tools is preferred.
• Strong understanding of customer lifecycle management and customer success best practices.
• Willingness and ability to travel up to 25% nationwide for meetings, business reviews, presentations, industry events, and strategic work.

What the Company Offers

• Supportive and collaborative workplace culture.
• Opportunities for career growth and advancement.
• Regular coaching, feedback, and mentorship.
• Competitive medical, dental, and vision coverage.
• Health Savings Accounts with employer contributions.
• Flexible spending accounts.
• Employee Assistance Program.
• Weekly pay cycle.
• 401(k) with employer match.
• Company-paid life insurance.
• Company-paid short- and long-term disability coverage.
• Generous paid time off and company holidays.
• Volunteer Time Off.
• Paid parental leave.

Compensation

The base salary starts at $160,000 per year. Final compensation may vary depending on job-related skills, experience, education, location, and business needs. The role may also qualify for bonus or incentive pay based on individual and company performance.

Travel and Work Environment

This role requires travel as an essential part of the job to support in-person meetings with customers, field partners, and other business stakeholders. Travel may be by car, plane, or other transportation and may include overnight stays when necessary.

The position is described as operating in a remote home-office, hybrid-office, or on-site office environment, with regular cross-functional collaboration. The work includes extended computer use, sitting for long periods, and virtual communication. Physical demands may include lifting up to 20 pounds and general movement within an office setting.

Pre-Employment Conditions

Employment offers are contingent on successfully completing a background check, subject to applicable laws. For certain safety-sensitive or regulated roles, a pre-employment drug screening and/or other regulatory requirements may also apply.

Inclusion and Equal Opportunity

Stratus is committed to an inclusive workplace built on diversity, equity, and equal opportunity. The company does not discriminate or permit harassment based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected category under applicable law.

Applicants with disabilities may be eligible for reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Accommodation requests related to disability during the application or interview process may be directed to people.culture@onestratus.com.

Additional Information

This job summary is not exhaustive. Duties and responsibilities may be adjusted at any time based on business needs.