Senior Customer Success Manager at Strategy in San Francisco, CA

Job description

The Role :  As a Senior 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.   Location (Preferred) : This role is ideally based in the San Francisco Bay Area, CA. Candidates located in the Bay Area are strongly preferred.  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.   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.   2. Technical Enablement & Adoption    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.   3. Product Advocacy & Engineering Collaboration    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.   4. Commercial Collaboration & Customer Advocacy    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. &#