Customer Success Manager

Company Overview

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 also leading a groundbreaking shift in digital assets, adopting bitcoin as our primary treasury reserve asset in 2020, issuing innovative bitcoin‑backed securities, and building a fortress balance sheet to solidify our position as a forward‑thinking, innovative force in the market.

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.

• 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 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…