Customer Success Manager (with Italian)

Strategy (Nasdaq: MSTR) is a market leader in enterprise analytics and AI software, pioneering the BI and analytics space and providing data via their enterprise semantic layer to AI agents, tools, and platforms. The company has adopted bitcoin as its primary treasury reserve asset since 2020 and issues bitcoin-backed securities, positioning itself as an innovative force in the market. Strategy emphasizes innovation and excellence, with a corporate culture founded on values of being bold, agile, engaged, impactful, and united.

Core Technical Requirements:

• Bachelor’s degree in business administration, Computer Science, Engineering, Data Science, or related discipline (or equivalent experience).
• Hands-on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure, or GCP); professional cloud certification preferred.
• Strong understanding of data modeling, ETL/ELT processes, semantic layers, and 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 in a customer-facing Customer Success role within SaaS or enterprise software.
• Experience managing strategic or enterprise customer accounts across complex organizations.
• Ability to analyze usage data and platform telemetry to deliver data-driven recommendations.
• Exceptional ability to explain complex technical concepts to non-technical executives.
• Strong project management and collaboration skills across Sales, Product, Engineering, and Support.
• Familiarity with Agile development cycles and DevOps practices.
• Experience with CRM and customer success tools such as Salesforce or Gainsight.
• Fluency in English and Italian (written and spoken) required.

1. Technical Strategy & Customer Success:

• Act as the lead technical advisor for accounts, guiding customers through complex cloud-native architectures, Semantic Layer (Mosaic) implementations, and AI-driven analytics workflows.
• Lead C-suite whiteboard sessions to align platform capabilities with high-level business goals.
• Deep-dive 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 aligning with enterprise architecture, security requirements, and strategic business objectives, defining measurable KPIs and adoption milestones.
• Lead Quarterly Business Reviews (QBRs) with business and technical stakeholders, demonstrating ROI and reviewing progress.

2. Technical Enablement & Adoption:

• Lead technical configuration and integration phases to accelerate time-to-value, partnering with implementation teams.
• 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 to identify and resolve performance bottlenecks, integration inefficiencies, and adoption gaps.
• Monitor customer health, engagement trends, and platform adoption data to identify risks and opportunities.

3. Product Advocacy & Engineering Collaboration:

• Synthesize technical feedback and edge cases to influence Strategy's Product and Engineering roadmaps.
• 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.
• Advise customers on platform enhancements, integrations, and upgrades, ensuring alignment with product roadmap and data strategy.

4. Commercial Collaboration & Customer Advocacy:

• Support renewal and expansion of customer accounts by ensuring continuous technical and business value realization.
• Partner with Sales and Account Management to identify upsell and cross-sell opportunities.
• Proactively identify renewal risks and collaborate on mitigation plans.
• Develop strong referenceable customers for case studies, testimonials, and industry events.

Candidates must be located in Poland and be available to work from Warsaw office at least 3 times a week.