Customer Success Manager

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 mobility software, we've pioneered the BI and analytics space, empowering people to make better decisions and revolutionizing how businesses operate.

But that's not all. Strategy is also leading a groundbreaking shift in how companies approach their treasury reserve strategy, boldly adopting Bitcoin as a key asset. This visionary move is reshaping the financial landscape and solidifying our position as a forward-thinking, innovative force in the market. Four years after adopting the Bitcoin Standard, Strategy's stock has outperformed every company in the S&P 500.

Our people are the core of our success. At Strategy, you'll join a team of smart, creative minds working on dynamic projects with cutting-edge technologies. We thrive on curiosity, innovation, and a relentless pursuit of excellence.

Our corporate values—bold, agile, engaged, impactful, and united—are the foundation of our culture. As we lead the charge into the new era of AI and financial innovation, we foster an environment where every employee's contributions are recognized and valued.

Join us and be part of an organization that lives and breathes innovation every day. At Strategy, you're not just another employee; you're a crucial part of a mission to push the boundaries of analytics and redefine financial investment.

As a Customer Success Manager, you will be responsible for the strategic management and growth of Strategy's Enterprise and mid-market accounts in Latin America. You will forge strong, multi-tiered relationships, positioning yourself as a trusted advisor with deep insights into client businesses and industries. Your role will be to act as a strategic partner, guiding clients in leveraging the Strategy platform to achieve their critical business goals. You will champion customer satisfaction by conducting thorough needs assessments, identifying challenges, and translating requirements into actionable plans. You will collaborate closely with internal teams to ensure seamless platform implementation, adoption, and continuous optimization, driving maximum value for our clients.

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 check-ins 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 the 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 cross-selling 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. 

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience). 
• 3+ years of proven experience in a customer-facing role, preferably in customer success or customer renewals roles. Experience doing upselling/crosselling is a plus.
• Mandatory experience in Business Intelligence and AI products, such as Strategy Platforms (MicroStrategy) or similar.
• Effective communication and interpersonal skills. 
• Excellent project management, problem-solving and conflict resolution abilities. 
• Ability to work collaboratively with cross-functional teams. 
• Results-oriented with a focus on customer satisfaction and retention. 
• Cloud technology knowledge is required. (AWS, Azure, Google Cloud).
• Proficiency in customer success management tools (Totango, Gainsight, etc) and CRM software (e.g., Salesforce, Oracle, etc) is a plus. 
• Advanced/Fluent in English (oral and written).
• Hybrid position: visiting clients, participating in events and working from the office.

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 [email protected].