Customer Success Manager

Strategy; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Job summary

Strategy, based in Warsaw, is seeking a Customer Success Manager (CSM) to serve as the bridge between our enterprise customers and Strategy’s engineering, product, and go-to-market teams. You will own the full post-sales lifecycle and ensure customers deeply integrate Strategy’s cloud-native stack, Mosaic semantic layer, and AI-powered analytics into their tech landscape.

Required: 7+ years in a SaaS or enterprise software customer-facing role, strong ability to translate business goals into

Qualifications

• 7+ years in a customer-facing CS/SA role in SaaS or enterprise software.
• Experience managing strategic accounts across multi-stakeholder organizations.
• Ability to translate executive requirements into ROI and adoption plans.
• Familiarity with AI-enabled data platforms and semantic layers is desirable.

Responsibilities

• Lead technical strategy and drive value realization plans.
• Conduct QBRs with business and technical stakeholders.
• Lead enablement and adoption campaigns across engineering, data science, and BI teams.
• Monitor account health using telemetry and drive renewal/expansion.
• Collaborate with Product and Engineering to influence roadmaps.
• Coordinate with Sales for upsell opportunities.

Skills

Cloud-native architectures

Kubernetes

Docker

CRM & analytics tools

Education

Bachelor’s degree in relevant field

Tools

Salesforce

Gainsight

Excel / BI tools

Job description

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 AI software, we've pioneered the BI and analytics space, empowering people to make better decisions and revolutionizing how businesses operate. We are now also at the forefront of AI disruption, providing data via our enterprise semantic layer to AI agents, tools, and platforms.

But that's not all. Strategy is also leading a groundbreaking shift in digital assets, adopting bitcoin as our primary treasury reserve asset in 2020. Since then, we have issued innovative bitcoin-backed securities and have been the leader in bitcoin treasury companies. This visionary move has helped us build a fortress balance sheet, and is solidifying our position as a forward-thinking, innovative force in the market.

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.

Job Description

Role Overview

As a 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.

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.
• 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.
• Proactively identify renewal risks and collaborate with Sales and leadership on mitigation plans before they escalat​e.
• Develop strong referenceable customers willing to participate in case studies, testimonials, reference calls, and industry events.

Qualifications

Core Technical Requirements

• Bachelor’s degree in business administration, Computer Science, Engineering, Data Science, or a related discipline (or equivalent practical experience).
• Hands‑on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure, or GCP).
• Understanding of data modeling, ETL/ELT processes, semantic layers, and the lifecycle of Machine Learning models (MLOps and AI deployment).
• Familiarity with enterprise analytics, Business Intelligence tools, or AI‑driven data platforms is highly desirable.

Experience & Professional Skills

• 7+ years of experience in a customer‑facing Customer Success role — such as Customer Success Manager, Technical Account Manager, Solutions Architect, Sales Engineer, or Technical Consulting — within a SaaS or enterprise software environment.
• Demonstrated experience managing strategic or enterprise customer accounts across complex, multi‑stakeholder organizations.
• Ability to analyze usage data and platform telemetry to identify patterns, surface insights, and deliver data‑driven recommendations for expansion and optimization.
• Exceptional ability to explain complex technical concepts (e.g., universal semantic layers, data fabric, cloud-native architecture) clearly to non‑technical executive stakeholders.
• Strong project management and collaboration skills, with experience working across Sales, Product, Engineering, and Support functions.
• Familiarity with Agile development cycles and DevOps practices to support customer engineering teams effectively.
• Experience with CRM and customer success tools such as Salesforce, Gainsight, or equivalent platforms.
• English and French fluency (written and spoken) is required.

Additional information

This offer is open to candidates based in Warsaw. The role requires working from the office at least 3 days per week.

The recruitment process includes an online analytical assessment. Please check your email, including your SPAM/junk folder, for the assessment invitation.

During the interviews, we will also assess candidates’ French language skills.