Senior Customer Success Manager

Job Description

As a Strategy Senior   Customer Success Manager you will own the complete end-to-end lifecycle of a portfolio of enterprise accountsincluding onboarding adoption renewals expansion and advocacy. You will be fully accountable   for ensuring   customers achieve measurable business outcomes and long-term success on the Strategy platform.

This role is a blend of technical consulting management consulting and strategy consulting . You will act as a trusted advisor helping customers   optimize   ROI reduce total cost of ownership (TCO) define their AI and data strategy and stay ahead of industry trends. Success is measured by delivering industry-leading Net Revenue Retention (NRR) strong Net Promoter Scores (NPS) and consistent year-over-year expansion.

Youll   collaborate   across   Sales Product Engineering and Support to drive seamless execution and adoption of cloud-native architecture Data Fabric and AI-driven analytics . A major focus will be leading customers through large-scale transformation initiativesranging from cloud migrations and data modernization to AI and data strategy new business use cases and enterprise-wide optimizationthat deliver lasting impact and measurable value.

Key Responsibilities

Customer Engagement & Strategy

Own the full customer lifecycleonboarding adoption renewals expansion and advocacy.

Build strong executive and operational relationships positioning yourself as a strategic advisor.

Translate customer goals into actionable success plans with measurable outcomes.

Share industry benchmarks market trends and best practices to drive customer advantage.

Adoption Expansion & Advocacy

Lead onboarding and early adoption to accelerate time to value.

Drive   adoption   health ROI realization and expansion of new use cases.

Partner with Sales to   identify   and execute expansion opportunities.

Develop advocates through case studies references and executive sponsorship.

Cloud-Native Data Fabric & AI Leadership

Help customers   leverage   Strategys cloud-native architecture Mosaic (our Data Fabric and   universal semantic layer ) and AI capabilities to unify data modernize operations and scale effectively.

Guide customers through cloud migration projects to   optimize   performance and lower TCO.

Deliver solution consultation demos and best practices across business and technical stakeholders.

Portfolio & Business Impact

Manage a multimillion-dollar ARR portfolio with accountability for renewals retention and growth.

Proactively   identify   risks and ensure   accurate   forecasting.

Deliver against key success metrics : NRR NPS   adoption   milestones ROI and advocacy.

Collaboration & Advocacy

Work cross-functionally with Sales Product Engineering and Support to deliver seamless customer outcomes.

Serve as the voice of the customer internally influencing product roadmap and service enhancements.

Ensure   timely   resolution of issues by coordinating across teams.

Qualifications

Bachelors degree in Business Computer Science Engineering or related field.

10 years of experience in Customer Success Consulting or Advisory roles with enterprise SaaS preferred ( requirement varies by   level;   hiring across all levels of CSM ).

Strong consulting skills with   ability   to link customer goals to measurable outcomes.

Proven success managing large ARR portfolios with high NRR and retention.

Experience with cloud-native services cloud migration and defining customer AI and data strategies (BI / AI / analytics).

Executive communication and influencing skills across technical and business stakeholders.

Familiarity with agile delivery and program management practices.

Cloud certifications (AWS Azure GCP) are a plus.

Additional Information :

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

Key Skills

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

Experience : years

Vacancy : 1