- Serve as the primary point of contact for assigned strategic and enterprise accounts, building trusted relationships with both business and technical stakeholders.
- Develop a deep understanding of each customer’s organization, industry, and strategic priorities to align Strategy solutions with their business objectives.
- Partner with customers and key stakeholders to define measurable business outcomes, establish clear success criteria and KPIs, and develop Customer Success Plans that outline key initiatives, adoption milestones, and value realization metrics aligned with their strategic goals.
- Conduct regular Quarterly Business Reviews (QBRs) to demonstrate platform value, review progress against success metrics, and align on future priorities.
- Ensure customers achieve measurable ROI from their Strategy investment and position the platform as a critical component of their data and analytics strategy.
- Guide customers through onboarding and early adoption to ensure a smooth transition from implementation to operational use.
- Partner with implementation and technical teams to ensure successful deployment and early value realization.
- Drive ongoing platform adoption by helping customers develop new analytics use cases and expand platform usage across their organization.
- Provide guidance and resources to enable customers to fully leverage Strategy capabilities.
- Ensure customers remain informed about new features, capabilities, and best practices.
- Monitor customer health, engagement, and adoption trends to proactively identify risks and opportunities to increase platform value.
- Act as a technical advisor to customer stakeholders, supporting best practices for platform deployment, scalability, governance, and performance.
- Develop an understanding of customer architecture, data infrastructure, and BI environments to guide optimal platform usage.
- Facilitate technical discussions with customer architects, data teams, and IT leaders to support solution optimization and platform expansion.
- Proactively monitor platform adoption and technical health indicators to identify risks and opportunities for improvement.
- Coordinate with Product, Engineering, and Support teams to address complex technical challenges and ensure timely resolution.
- Advise customers on platform enhancements, integrations, upgrades, and alignment with the Strategy product roadmap.
- Support the successful renewal and expansion of customer accounts by ensuring customers continuously realize value from the Strategy platform.
- Partner closely with Sales and Account Management teams to identify opportunities for upselling or cross-selling additional Strategy capabilities.
- Provide account insights, adoption data, and customer health indicators that inform renewal and expansion strategies.
- Proactively identify potential risks to renewal and collaborate with Sales and leadership on mitigation plans.
- Develop strong customer advocates who are willing to participate in reference programs, case studies, and product feedback initiatives.
- Act as the voice of the customer internally and provide insights that help influence product innovation and service improvements.
- Platform Adoption & Usage
Drive increased adoption of Strategy capabilities and ensure customers are successfully deploying new use cases and expanding platform utilization. - Customer Health & Engagement
Maintain strong relationships with key stakeholders and proactively address risks that could impact long-term customer success. - Customer Satisfaction & Advocacy
Maintain high customer satisfaction and help develop referenceable customers willing to participate in testimonials, case studies, and industry events. - Value Realization
Ensure customers achieve measurable business value and ROI from their Strategy investment. - Commercial Support Impact
Effectively support Sales and Account Management teams in achieving renewal and expansion goals through strong customer relationships, adoption insights, and proactive risk management.
- 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.
- Familiarity with Business Intelligence, analytics platforms, or AI-driven technologies is a plus.
- Strong problem-solving, project management, and cross-functional collaboration skills.
- Experience with CRM and customer success platforms such as Salesforce.
- Cloud certifications (AWS, Azure, or similar) are a plus.
- Bilingual and able to speak in English and Japanese.