Senior Customer Success Manager

MicroStrategy•New York, NY

6d•Onsite

About The Position

The Role: As a Strategy Senior Customer Success Manager, you will own the complete end-to-end lifecycle of a portfolio of enterprise accounts—including onboarding, adoption, renewals, expansion, and advocacy. You will be fully accountable for ensuring customers achieve measurable business outcomes and long-term success on the Strategy platform. This role is a blend of technical consulting, management consulting, and strategy consulting. You will act as a trusted advisor, helping customers optimize ROI, reduce total cost of ownership (TCO), define their AI and data strategy, and stay ahead of industry trends. Success is measured by delivering industry-leading Net Revenue Retention (NRR), strong Net Promoter Scores (NPS), and consistent year-over-year expansion. You’ll collaborate across Sales, Product, Engineering, and Support to drive seamless execution and adoption of cloud-native architecture, Data Fabric, and AI-driven analytics. A major focus will be leading customers through large-scale transformation initiatives—ranging from cloud migrations and data modernization to AI and data strategy, new business use cases, and enterprise-wide optimization—that deliver lasting impact and measurable value. Location: New York City. This role requires candidates to be based in the NYC area with regular in-office collaboration.

Requirements

Bachelor’s degree in Business, Computer Science, Engineering, or related field.
10+ years of experience in Customer Success, Consulting, or Advisory roles with enterprise SaaS preferred (requirement varies by level; hiring across all levels of CSM).
Strong consulting skills with ability to link customer goals to measurable outcomes.
Proven success managing large ARR portfolios with high NRR and retention.
Experience with cloud-native services, cloud migration, and defining customer AI and data strategies (BI/AI/analytics).
Executive communication and influencing skills across technical and business stakeholders.
Familiarity with agile delivery and program management practices.

Nice To Haves

Cloud certifications (AWS, Azure, GCP) are a plus.

Responsibilities

Own the full customer lifecycle—onboarding, adoption, renewals, expansion, and advocacy.
Build strong executive and operational relationships, positioning yourself as a strategic advisor.
Translate customer goals into actionable success plans with measurable outcomes.
Share industry benchmarks, market trends, and best practices to drive customer advantage.
Lead onboarding and early adoption to accelerate time to value.
Drive adoption health, ROI realization, and expansion of new use cases.
Partner with Sales to identify and execute expansion opportunities.
Develop advocates through case studies, references, and executive sponsorship.
Help customers leverage Strategy’s cloud-native architecture, Mosaic (our Data Fabric and universal semantic layer), and AI capabilities to unify data, modernize operations, and scale effectively.
Guide customers through cloud migration projects to optimize performance and lower TCO.
Deliver solution consultation, demos, and best practices across business and technical stakeholders.
Manage a multimillion-dollar ARR portfolio with accountability for renewals, retention, and growth.
Proactively identify risks and ensure accurate forecasting.
Deliver against key success metrics: NRR, NPS, adoption milestones, ROI, and advocacy.
Work cross-functionally with Sales, Product, Engineering, and Support to deliver seamless customer outcomes.
Serve as the voice of the customer internally, influencing product roadmap and service enhancements.
Ensure timely resolution of issues by coordinating across teams.