Senior Customer Success Manager
About The Position
Strategy (Nasdaq: MSTR) is a market leader in enterprise analytics and AI software, transforming organizations into intelligent enterprises through data-driven innovation. The company has pioneered the BI and analytics space and is now at the forefront of AI disruption, providing data via its enterprise semantic layer to AI agents, tools, and platforms. Strategy is also leading a groundbreaking shift in digital assets, adopting bitcoin as its primary treasury reserve asset since 2020, building a fortress balance sheet and solidifying its position as a forward-thinking force. The company values curiosity, innovation, and excellence, fostering an environment where every employee's contributions are recognized and valued, guided by corporate values: bold, agile, engaged, impactful, and united. As a Customer Success Manager (CSM) at Strategy, you will serve as the primary bridge between enterprise customers and Strategy’s engineering, product, and go-to-market teams. You will own the full post-sales lifecycle of a customer account portfolio, ensuring customers deeply integrate Strategy’s cloud-native architecture, Semantic Layer (Mosaic), and AI-powered analytics capabilities into their core technology stack. The goal is to drive measurable business value and Net Revenue Retention (NRR) by ensuring the platform is technically optimized, strategically adopted, and positioned for expansion.
Requirements
- Bachelor’s degree in Business, Computer Science, Engineering, Data Science, or related field (or equivalent experience).
- Hands-on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure, or GCP).
- Strong understanding of data modeling, ETL/ELT, semantic layers, and ML lifecycle (MLOps).
- Familiarity with enterprise analytics, BI tools, or AI-driven platforms.
- 7+ years in customer-facing roles (CSM, TAM, Solutions Architect, Sales Engineer, or Technical Consultant) in SaaS or enterprise software.
- Candidates must reside in the New York metropolitan area (NY, NJ, PA, RI, or CT) and be able to commute to the office as needed.
- Experience managing enterprise accounts in complex organizations.
- Strong analytical skills to interpret usage data and drive recommendations.
- Ability to clearly communicate complex technical concepts to executive stakeholders.
- Strong cross-functional collaboration and project management skills.
- Familiarity with Agile and DevOps practices.
- Experience with tools like Salesforce, Gainsight, or similar.
Nice To Haves
- Certification in cloud-native services (AWS, Azure, or GCP)
Responsibilities
- Act as the lead technical advisor for your accounts, guiding customers through complex cloud-native architectures, Semantic Layer (Mosaic) implementations, and AI-driven analytics workflows.
- Lead C-suite whiteboard sessions to align platform capabilities with high-level business goals.
- Deep-dive into client workflows to uncover and implement high-value use cases.
- Translate executive requirements into value realization plans, ensuring technical initiatives result in ROI and account growth.
- Develop and execute customer roadmaps aligned with enterprise architecture, security requirements, and strategic objectives—defining KPIs and adoption milestones.
- Lead Quarterly Business Reviews (QBRs), demonstrating ROI and aligning on future priorities.
- Lead technical configuration and integration phases to accelerate time-to-value, ensuring smooth transition from deployment to operational use.
- Conduct deep-dive technical demos, developer “Office Hours,” and enablement workshops.
- Proactively monitor account health using telemetry—identifying and resolving performance and adoption gaps.
- Analyze engagement trends to identify risks and expansion opportunities.
- Synthesize customer feedback to influence Product and Engineering roadmaps.
- Partner with Engineering on Alpha/Beta programs for new AI and platform features.
- Act as a technical escalation point, coordinating resolution across teams.
- Advise customers on enhancements, integrations, and long-term data strategy alignment.
- Support renewals and expansions by ensuring continuous value realization.
- Partner with Sales to identify upsell and cross-sell opportunities.
- Proactively mitigate renewal risks.
- Build strong referenceable customers for case studies, testimonials, and events.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
1-10 employees
