Customer Success Manager

As a Customer Success Manager you will manage Strategys Enterprise and midmarket accounts.  You will build strong relationships at multiple levels across the account as serve as a trusted advisor to your customers know their company and industry well and be a strategic partner in optimizing their use of the Strategy platform to achieve their business goals. You will ensure the highest customer satisfaction. You will work closely with our clients to understand their business objectives challenges and requirements and then collaborate with internal teams to ensure the successful adoption implementation and ongoing usage of the Strategy platform.  

Key Responsibilities: 

Customer Onboarding: 

• Guide new customers through the onboarding process ensuring smooth and successful implementation. 

Account Management: 

• Serve as the primary point of contact for assigned customer accounts fostering strong relationships and trust. 
• Conduct regular checkins with customers to understand their evolving needs and challenges. 
• Monitor customer usage and adoption of our SaaS products and provide recommendations for optimization. 

Financial Management: 

• The Enterprise CSM will be responsible for managing a book of business of $6M ARR with accounts between $100K $1.5M in ARR each.
• Provide accurate forecasting regularly to Sr. Director.  
• Maintain a high retention and growth rate meeting set quarterly goals.  

Customer Advocacy: 

• Identify and nurture advocates among our customer base to help promote our products and services. 
• Encourage customers to provide testimonials case studies and referrals. 

Product Training and Education: 

• Ensure customers are fully trained and share opportunities for additional education on new features and products.  

Issue Resolution: 

• Act as a liaison between the customer and internal teams to address and resolve customer issues or concerns promptly. 
• Escalate critical issues to the appropriate teams and ensure timely resolution. 

Renewals and Upselling: 

• Ensure timely renewals of customer contracts. Proactively address any risks to achieving the full renewal.  
• Identify opportunities for upselling or crossselling additional products or features and collaborate with sales as needed.  

Customer Feedback and Insights: 

• Gather customer feedback and insights to inform product development and improvement efforts. 

• Advocate for customer needs and priorities within the company. 

Metrics and Reporting: 

• Maintain and update customer success metrics and KPIs. 
• Provide regular reports on customer engagement satisfaction and product usage. 

Qualifications :

• Bachelors degree in business marketing or related field (or equivalent work experience) 
• 3 years of proven experience in a customerfacing role preferably in a customer success or customer renewal role. Experience in upselling/crossselling is a plus. 
• Experience with Business Intelligence and AI products such as Strategy Platforms (MicroStrategy) or similar is a must. 
• Effective communication and people skills. 
• Excellent project management problem solving and conflict resolution skills. 
• Ability to work with crossfunctional teams. 
• Resultsoriented with a focus on customer satisfaction and retention. 
• Knowledge of cloud technology required. (AWS Azure Google Cloud). 
• Knowledge of customer success management tools (Totango Gainsight) and CRM software (e.g. Salesforce Oracle) is a plus. 
• Advanced/fluent English (verbal and written).
• Inperson role: visiting clients attending events and working from the office. 

Additional Information :

Strategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Strategy is an Equal Employment /Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.  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 

Remote Work :

No

Employment Type :

Fulltime