Senior Customer Success Manager

Strategy (Nasdaq: MSTR) is at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. We don’t just follow trends—we set them and drive change. As a market leader in enterprise analytics and AI software, we’ve pioneered the BI and analytics space, empowering people to make better decisions and revolutionizing how businesses operate. We are now also at the forefront of AI disruption, providing data via our enterprise semantic layer to AI agents, tools, and platforms.

But that’s not all. Strategy is also leading a groundbreaking shift in digital assets, adopting bitcoin as our primary treasury reserve asset in 2020. Since then, we have issued innovative bitcoin-backed securities and have become a leader in bitcoin treasury companies. This visionary move has helped us build a fortress balance sheet and solidify our position as a forward-thinking force in the market.

Our people are the core of our success. At Strategy, you’ll join a team of smart, creative minds working on dynamic projects with cutting-edge technologies. We thrive on curiosity, innovation, and a relentless pursuit of excellence.

Our corporate values—bold, agile, engaged, impactful, and united—are the foundation of our culture. As we lead the charge into the new era of AI and financial innovation, we foster an environment where every employee’s contributions are recognized and valued.

Join us and be part of an organization that lives and breathes innovation every day. At Strategy, you’re not just another employee—you’re a crucial part of a mission to push the boundaries of analytics and redefine financial investment.

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 don’t 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 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 objectives—defining 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 telemetry—identifying 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

Core Technical 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). 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.

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: [email protected].

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 [email protected].

Visit Strategy’s Careers page for additional information.