Customer Success Manager

Strategy is a leader in AI-powered enterprise analytics, enabling organizations to transform data into actionable insights and drive smarter, data-driven decision making. Our platform empowers enterprises to unlock the full value of their data through advanced analytics, AI capabilities, and scalable enterprise architecture. As a Customer Success Manager, you will manage a portfolio of strategic and enterprise customers and act as a trusted advisor to both business and technical stakeholders. Your mission is to ensure customers realize measurable business value from their investment in the Strategy platform by driving adoption, enabling successful use cases, and aligning the platform with their strategic objectives. You will guide customers throughout their lifecycle - from onboarding and adoption to long-term value realization - while partnering closely with Sales, Product, Support, and Engineering teams to ensure a seamless customer experience.

Responsibilities

Serve as the primary point of contact for assigned strategic and enterprise accounts; Develop an understanding of each customer's organization, industry, and strategic priorities; Define measurable business outcomes, success criteria, KPIs, and Customer Success Plans; Conduct regular Quarterly Business Reviews (QBRs); Ensure customers achieve measurable ROI from the Strategy investment; Guide customers through onboarding, early adoption, and long-term value realization; Partner with implementation and technical teams for successful deployment; Drive ongoing platform adoption and help customers develop new analytics use cases; Provide guidance and resources to enable full use of Strategy capabilities; Monitor customer health, engagement, and adoption trends to identify risks and opportunities; Act as a technical advisor on deployment, scalability, governance, and performance; Facilitate technical discussions with customer architects, data teams, and IT leaders; Coordinate with Product, Engineering, and Support teams to resolve complex technical challenges; Support renewal and expansion of customer accounts in partnership with Sales and Account Management; Identify upselling and cross-selling opportunities; Proactively identify renewal risks and collaborate on mitigation plans; Develop customer advocates for reference programs, case studies, and product feedback; Act as the voice of the customer internally

Requirements

Bachelor's degree in business, technology, or a related field (or equivalent work experience); 4+ years of experience in a customer-facing role such as Customer Success, Technical Account Management, Account Management, Consulting, or Professional Services within a SaaS or enterprise software environment; Experience managing enterprise or strategic customer accounts; Strong communication and stakeholder management skills with the ability to engage both business leaders and technical teams; Demonstrated ability to drive customer adoption, engagement, and value realization across a portfolio of accounts; Experience working with SaaS platforms, enterprise analytics, or data platform solutions; Strong problem-solving, project management, and cross-functional collaboration skills; Experience with CRM and customer success platforms such as Salesforce; Bilingual and able to speak in English and Japanese

Nice to have

Familiarity with Business Intelligence, analytics platforms, or AI-driven technologies; Cloud certifications (AWS, Azure, or similar)