Customer Success Manager (English and French)

About the role

Strategy (MicroStrategy) is hiring a Customer Success Manager in Warsaw who speaks English and French. The CSM acts as the main link between enterprise customers and the company's engineering, product and go-to-market teams, owning the full post-sales lifecycle of an account portfolio and driving Net Revenue Retention by helping customers integrate the cloud-native architecture, Semantic Layer (Mosaic) and AI-powered analytics into their technology stack.

Key responsibilities

• Act as lead technical advisor, guide customers through cloud-native architectures and Mosaic implementations, run C-suite whiteboard sessions and develop customer roadmaps with measurable KPIs.
• Lead Quarterly Business Reviews, and drive technical configuration and integration, including demos, developer office hours and workshops.
• Monitor account health and platform adoption, resolve performance bottlenecks and adoption gaps early.
• Share field feedback with Product and Engineering, partner on Alpha/Beta programs, and act as technical escalation point of contact.
• Support renewals and expansions, work with Sales and Account Management on upsell/cross-sell opportunities, and help build referenceable customers for case studies and testimonials.

Required profile

• Bachelor's degree in business administration, Computer Science, Engineering, Data Science or a related field, or equivalent practical experience.
• 7+ years in a customer-facing Customer Success role (e.g. CSM, Technical Account Manager, Solutions Architect, Sales Engineer) in SaaS or enterprise software.
• Experience managing strategic, multi-stakeholder enterprise accounts.
• Ability to explain complex technical concepts clearly to non-technical executives.
• Strong project management and collaboration skills across Sales, Product, Engineering and Support.
• Fluent written and spoken English; French is also required.

Required skills

• Cloud-native services (microservices, Kubernetes, Docker) and AWS, Azure or GCP; a professional cloud certification is strongly preferred.
• Data modeling, ETL/ELT, semantic layers and MLOps/AI deployment.
• CRM and customer success tools such as Salesforce, Gainsight or equivalent.
• Familiarity with Agile and DevOps practices.