Customer Success Manager

Strategy is at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. As a Customer Success Manager, you will bridge enterprise customers and Strategy's teams, ensuring deep integration of the platform into customer technology stacks and driving measurable business value.

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
• 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
• 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
• 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
• 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

Requirements:

• Bachelor's degree in business administration, Computer Science, Engineering, Data Science, or a related discipline (or equivalent practical experience) required
• 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 processes, semantic layers, and the lifecycle of Machine Learning models (MLOps and AI deployment)
• 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
• A professional cloud certification is strongly preferred
• Familiarity with enterprise analytics, Business Intelligence tools, or AI-driven data platforms is highly desirable