Role Overview
As a Customer Success Manager (CSM) at Strategy, you will serve as the primary bridge between our 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 do not simply "use" the platform but deeply integrate Strategy's cloud-native architecture, Semantic Layer (Mosaic), and AI-powered analytics capabilities into their core technology stack.
Your goal is to drive measurable business value and Net Revenue Retention (NRR) by ensuring the platform is technically optimized, strategically adopted, and commercially positioned to expand.
Key Responsibilities
1. Technical Strategy & Customer Success
- 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.
- Leading C-suite whiteboard sessions to align platform capabilities with high-level business goals.
- Deep-diving into client workflows to uncover and implement high-value use cases.
- Translate executive requirements into value realization plans, ensuring technical migrations and data initiatives result in realized ROI and account growth.
- Develop and execute customer roadmaps that align with enterprise architecture, security requirements, and strategic business objectives — defining measurable KPIs and adoption milestones.
- Lead Quarterly Business Reviews (QBRs) with both business and technical stakeholders, demonstrating ROI, reviewing progress against success metrics, and aligning on future priorities.
2. Technical Enablement & Adoption
- Lead the technical configuration and integration phase to accelerate time-to-value, partnering with implementation teams to ensure a smooth transition from deployment to operational use.
- Conduct deep-dive technical demonstrations, developer "Office Hours," and capability workshops for engineering, data science, and BI teams.
- Proactively monitor account health using technical telemetry — identifying and resolving performance bottlenecks, integration inefficiencies, and adoption gaps before they impact customer satisfaction.
- Monitor customer health, engagement trends, and platform adoption data to proactively identify risks and opportunities for value expansion across the account.
3. Product Advocacy & Engineering Collaboration
- Synthesize technical feedback and edge cases from the field to influence Strategy's Product and Engineering roadmaps, acting as the customer's internal advocate.
- Partner with Engineering to lead strategic customers through Alpha/Beta programs for new AI, Mosaic, and platform features.
- Serve as a high-level technical point of contact for complex support escalations, coordinating between the customer's engineering team and Strategy's internal developers to drive timely resolution.
- Advise customers on platform enhancements, integrations, and upgrades — ensuring alignment with the Strategy product roadmap and the customer's long-term data strategy.
4. Commercial Collaboration & Customer Advocacy
- Support the successful renewal and expansion of customer accounts by ensuring continuous technical and business value realization from the Strategy platform.
- Partner with Sales and Account Management to identify upsell and cross-sell opportunities, providing account health insights and adoption data that inform commercial strategy.
- Proactively identify renewal risks and collaborate with Sales and leadership on mitigation plans before they escalate.
- Develop strong referenceable customers willing to participate in case studies, testimonials, reference calls, and industry events.
Qualifications
Core Technical Requirements
- Bachelor’s degree in business administration, Computer Science, Engineering, Data Science, or a related discipline (or equivalent practical experience).
- Hands-on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure, or GCP). A professional cloud certification is strongly preferred.
- Strong understanding of data modeling, ETL/ELT processes, semantic layers, and the lifecycle of Machine Learning models (MLOps and AI deployment).
- Familiarity with enterprise analytics, Business Intelligence tools, or AI-driven data platforms is highly desirable.
Experience & Professional Skills
- 7+ years of experience in a customer-facing Customer Success role — such as Customer Success Manager, Technical Account Manager, Solutions Architect, Sales Engineer, or Technical Consulting — within a SaaS or enterprise software environment.
- Demonstrated experience managing strategic or enterprise customer accounts across complex, multi-stakeholder organizations.
- Ability to analyze usage data and platform telemetry to identify patterns, surface insights, and deliver data-driven recommendations for expansion and optimization.
- Exceptional ability to explain complex technical concepts (e.g., universal semantic layers, data fabric, cloud-native architecture) clearly to non-technical executive stakeholders.
- Strong project management and collaboration skills, with experience working across Sales, Product, Engineering, and Support functions.
- Familiarity with Agile development cycles and DevOps practices to support customer engineering teams effectively.
- Experience with CRM and customer success tools such as Salesforce, Gainsight, or equivalent platforms.
- English fluency (written and spoken) is required.