Senior Customer Success Manager

Role Overview

As a Customer Success Manager (CSM) at Strategy you will serve as the primary bridge between our enterprise customers and Strategys engineering product and go-to-market teams. You will own the full post-sales lifecycle of a customer account portfolio ensuring customers dont simply use the platform but deeply integrate Strategys 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 positioned for expansion.

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.
• 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 objectivesdefining KPIs and adoption milestones.
• Lead Quarterly Business Reviews (QBRs) demonstrating ROI and aligning on future priorities.

2. Technical Enablement & Adoption

• 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 telemetryidentifying and resolving performance and adoption gaps.
• Analyze engagement trends to identify risks and expansion opportunities.

3. Product Advocacy & Engineering Collaboration

• 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.

4. Commercial Collaboration & Customer Advocacy

• 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.

Qualifications :

Qualifications

Core Technical Requirements

• Bachelors 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). Certification preferred.
• Strong understanding of data modeling ETL/ELT semantic layers and ML lifecycle (MLOps).
• Familiarity with enterprise analytics BI tools or AI-driven platforms.

Experience & Professional Skills

• 7 years in customer-facing roles (CSM TAM Solutions Architect Sales Engineer or Technical Consultant) in SaaS or enterprise software.
• Location: New York NY. 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.

Additional Information :

Strategy is an equal opportunity employer. All applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status age genetic information or any other legally protected status.

Strategy provides reasonable accommodations for qualified individuals with disabilities. If you need assistance during the application process please contact:

Strategy is an equal opportunity employer. All applicants will receive consideration for employment without regard to race creed color religion national origin gender sex sexual orientation gender identity disability veteran status age genetic information or any other legally-protected basis.

Strategy provides reasonable accommodation for qualified individuals with disabilities in the hiring process.  If you have any difficulty using our online system and you need an accommodation due to a disability you may contact us about your interest in employment at .

Visit Strategys Careers page for additional information.

Remote Work :

No

Employment Type :

Full-time