Senior Customer Success Manager

Senior Customer Success Manager 

Location: Hybrid London 
Employment Type: Full-time  

Position Overview 

Strategy is a leader in AI-powered enterprise analytics enabling organizations to transform data into actionable insights and drive smarter data-driven decision making. Our platform empowers enterprises to unlock the full value of their data through advanced analytics AI capabilities and scalable enterprise architecture. 

As a Senior Customer Success Manager you will manage a portfolio of strategic and enterprise customers and act as a trusted advisor to both business and technical stakeholders. Your mission is to ensure customers realize measurable business value from their investment in the Strategy platform by driving adoption enabling successful use cases and aligning the platform with their strategic objectives. 

You will guide customers throughout their lifecycle - from onboarding and adoption to long-term value realization - while partnering closely with Sales Product Support and Engineering teams to ensure a seamless customer experience. Through strong executive engagement strategic planning and technical collaboration you will help customers scale their use of Strategys AI-powered enterprise analytics platform and maximize the impact of their data initiatives. 

Key Responsibilities 

1. Strategic Customer Success & Value Realization 

• Serve as the primary point of contact for assigned strategic and enterprise accounts building trusted relationships with both business and technical stakeholders. 

• Develop a deep understanding of each customers organization industry and strategic priorities to align Strategy solutions with their business objectives. 

• Partner with customers and key stakeholders to define measurable business outcomes establish clear success criteria and KPIs and develop Customer Success Plans that outline key initiatives adoption milestones and value realization metrics aligned with their strategic goals. 

• Conduct regular Quarterly Business Reviews (QBRs) to demonstrate platform value review progress against success metrics and align on future priorities. 

• Ensure customers achieve measurable ROI from their Strategy investment and position the platform as a critical component of their data and analytics strategy. 

2. Adoption & Customer Lifecycle Management 

• Guide customers through onboarding and early adoption to ensure a smooth transition from implementation to operational use. 

• Partner with implementation and technical teams to ensure successful deployment and early value realization. 

• Drive ongoing platform adoption by helping customers develop new analytics use cases and expand platform usage across their organization. 

• Provide guidance and resources to enable customers to fully leverage Strategy capabilities. 

• Ensure customers remain informed about new features capabilities and best practices. 

• Monitor customer health engagement and adoption trends to proactively identify risks and opportunities to increase platform value. 

3. Technical Account Management 

• Act as a technical advisor to customer stakeholders supporting best practices for platform deployment scalability governance and performance. 

• Develop an understanding of customer architecture data infrastructure and BI environments to guide optimal platform usage. 

• Facilitate technical discussions with customer architects data teams and IT leaders to support solution optimization and platform expansion. 

• Proactively monitor platform adoption and technical health indicators to identify risks and opportunities for improvement. 

• Coordinate with Product Engineering and Support teams to address complex technical challenges and ensure timely resolution. 

• Advise customers on platform enhancements integrations upgrades and alignment with the Strategy product roadmap. 

4. Commercial Collaboration & Customer Advocacy 

• Support the successful renewal and expansion of customer accounts by ensuring customers continuously realize value from the Strategy platform. 

• Partner closely with Sales and Account Management teams to identify opportunities for upselling or cross-selling additional Strategy capabilities. 

• Provide account insights adoption data and customer health indicators that inform renewal and expansion strategies. 

• Proactively identify potential risks to renewal and collaborate with Sales and leadership on mitigation plans. 

• Develop strong customer advocates who are willing to participate in reference programs case studies and product feedback initiatives. 

• Act as the voice of the customer internally and provide insights that help influence product innovation and service improvements. 

Success Metrics for the Role 

Success in this role will be measured through a combination of customer satisfaction platform adoption and customer engagement across the assigned portfolio. 

Key performance indicators include: 

• Platform Adoption & Usage 
  Drive increased adoption of Strategy capabilities and ensure customers are successfully deploying new use cases and expanding platform utilization. 

• Customer Health & Engagement 
  Maintain strong relationships with key stakeholders and proactively address risks that could impact long-term customer success. 

• Customer Satisfaction & Advocacy 
  Maintain high customer satisfaction and help develop referenceable customers willing to participate in testimonials case studies and industry events. 

• Value Realization 
  Ensure customers achieve measurable business value and ROI from their Strategy investment. 

• Commercial Support Impact 
  Effectively support Sales and Account Management teams in achieving renewal and expansion goals through strong customer relationships adoption insights and proactive risk management. 

Qualifications :

• Bachelors degree in business technology or a related field (or equivalent work experience). 

• 8 years of experience in a customer-facing role such as Customer Success Technical Account Management Account Management Consulting or Professional Services within a SaaS or enterprise software environment. 

• Experience managing enterprise or strategic customer accounts. 

• Strong communication and stakeholder management skills with the ability to engage both business leaders and technical teams. 

• Demonstrated ability to drive customer adoption engagement and value realization across a portfolio of accounts. 

• Experience working with SaaS platforms enterprise analytics or data platform solutions. 

• Familiarity with Business Intelligence analytics platforms or AI-driven technologies is a plus. 

• Strong problem-solving project management and cross-functional collaboration skills. 

• Experience with CRM and customer success platforms such as Salesforce. 

• Cloud certifications (AWS Azure or similar) are a plus. 

• Fluency in English. 

Additional Information :

Strategy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race colour religion gender gender identity or expression sexual orientation national origin genetics disability or age.

Remote Work :

No

Employment Type :

Full-time