What are the responsibilities and job description for the Customer Success Manager - Renewals & Growth position at StratusLIVE?
Customer Success Manager – Renewals & Growth
Location: Chesapeake, VA
Duration: Full-time
Salary: Base Variable Compensation
Required Experience:
- Direct ownership of renewals, pricing, and contract negotiations
- B2B SaaS Customer Success or Account Management experience
- Ability to manage complex accounts and build strategic plans
About StratusLIVE.
StratusLIVE provides an integrated cloud platform built on Microsoft technology to help nonprofits manage CRM, digital fundraising, engagement, corporate CSR programs, and donor experiences. We empower mission-driven organizations to scale their impact through better technology and stronger relationships.
Why This Role.
This is a true account-owning Customer Success role with real influence on revenue, customer outcomes, and product direction. You’ll sit at the intersection of strategy, commercial execution, and mission-driven impact and help nonprofits grow while directly owning renewals, expansion, and long-term partnerships.
If you enjoy:
- Owning outcomes end-to-end
- Building strategic relationships
- Driving revenue through value (not pressure)
- And working with purpose-driven organizations
…this is the right role for you.
What You’ll Do:
Renewals & Commercial Work
- Lead all renewal discussions, pricing, and contract negotiations
- Present options like upgrades, bundles, and multi-year agreements
- Maintain clear renewal forecasting
Growth & Value
- Build account plans that drive adoption and uncover expansion opportunities
- Create simple ROI-focused cases for upsells
Customer Engagement
- Serve as the main point of contact from onboarding forward
- Lead success calls and QBRs
- Monitor adoption and escalate risks early
Planning & Insights
- Build annual account plans
- Use CRM and analytics tools to track health and growth
- Share customer insights with Product and leadership
Collaborate Across StratusLIVE
- You’ll work closely with Sales, Product, Marketing, Professional Services, Support, and Finance to deliver a seamless customer experience and continuously improve how we serve the nonprofit market.
This Role Sounds Like Me If…
- I enjoy long-term customer relationships, not cold outreach or hunting.
- I’m confident leading renewal and pricing conversations.
- I like identifying growth opportunities through value and strong partnerships.
- I’m proactive, commercial-minded, and comfortable with data.
Note: This is not a business development or new-sales role. It is a relationship-focused position centered on renewals and customer growth.
What You Bring:
- 5 years in SaaS Customer Success or Account Management.
- Experience owning renewals and negotiating pricing.
- Strong communication and relationship-building skills.
- Comfort managing multi-product accounts.
- Familiarity with CRM/analytics tools (HubSpot, Dynamics, Power BI).
Location & Travel:
- Chesapeake preferred; remote considered
- 10–20% travel for customer meetings and events
Compensation & Growth:
- Competitive base salary plus variable compensation tied directly to retention and expansion performance.
- Full benefits package.
- Ongoing professional development and career growth opportunities.
Our Commitment:
StratusLIVE is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.