Customer Success Manager

4 weeks ago

Chicago, United States MicroStrategy Full time
Company Description

MicroStrategy (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. MicroStrategy 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, MicroStrategy's stock has outperformed every company in the S&P 500.

Our people are the core of our success. At MicroStrategy, 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 MicroStrategy, 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

The Role: As a Customer Success Manager, you will manage MicroStrategy's accounts. You will build strong relationships at multiple levels across the account as serve as a trusted advisor to your customers, know their company and industry well and be a strategic partner in optimizing their use of the MicroStrategy platform to achieve their business goals. You will ensure the highest customer satisfaction. You will work closely with our clients to understand their business objectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage of the MicroStrategy platform. Qualified candidates must be located in West or Centraol timezones.

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 Mid-Market CSM will be responsible for managing a total book of business between $7-$9M ARR with accounts between $100K- $500K in ARR each.
  • Provide accurate forecasting regularly to 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.
Qualifications
  • Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
  • 8+ years proven experience in a customer-facing role, preferably in customer success, account management, or sales.
  • Effective communication and interpersonal skills.
  • Excellent project management, problem-solving and conflict resolution abilities.
  • Familiarity with SaaS products and the technology industry. Experience in Business Intelligence and AI a plus.
  • Ability to work collaboratively with cross-functional teams.
  • Results-oriented with a focus on customer satisfaction and retention.
  • Proficiency in customer success management tools and CRM software (e.g., Salesforce, etc.) is a plus.
  • Relevant certifications in cloud technologies (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals) are a plus


Additional Information

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

MicroStrategy 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 application_accommodations@microstrategy.com.

  • Customer Success Manager

    4 days ago

    Chicago, United States ADARA Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Customer Success Manager

    4 days ago

    Chicago, United States Keeper Security Full time

    Keeper is hiring driven Customer Success Managers to join a high producing team within our B2B sales division. This can be a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area! Keeper’s cybersecurity software is trusted by millions of people and thousands of...

  • Customer Success Manager

    4 months ago

    Chicago, United States Education Walkthrough Enterprise Full time

    The Role In this role, you will be responsible for managing a portfolio of customers with the primary objective of delighting customers. You'll act as a trusted advisor, maintaining regular contact to support and partner with them for effective use of the Education Walkthrough platform. Your responsibilities include understanding customer goals, proactively...

  • Customer Success Manager

    4 weeks ago

    Chicago, Illinois, United States Meltwater Full time

    Customer Success Manager Job DescriptionAt Meltwater, we're seeking a skilled Customer Success Manager to join our team. As a Customer Success Manager, you'll play a pivotal role in ensuring the continued success and satisfaction of our valued customers.Key Responsibilities:Collaborate with internal stakeholders to align customer needs effectively.Provide...

  • Customer Success Manager

    2 weeks ago

    Chicago, United States Zadara Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Manager, Customer Success

    1 day ago

    Chicago, United States FourKites, Inc. Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with...

  • Customer Success Manager

    4 days ago

    Chicago, United States AvePoint Full time

    About AvePoint: A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business...

  • Customer Success Manager

    1 week ago

    Chicago, United States Zadara Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Customer Success Manager

    4 days ago

    Chicago, United States Cargado, Inc. Full time

    About the company Cargado is an early stage technology startup revolutionizing how U.S.-Mexico cross-border logistics is executed. Founded by experienced entrepreneurs Matt Silver (second-time founder/CEO after a successful exit and long-time freight veteran) and Rylan Hawkins (CTO, Ex-Convoy, Ex-Microsoft, and previous founder). Mexico has recently taken...

  • Manager, Customer Success

    2 months ago

    Chicago, United States FourKites, Inc. Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it's medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with...

  • Customer Success Manager

    4 days ago

    Chicago, United States MicroStrategy Incorporated Full time

    MicroStrategy (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...

  • Customer Success Manager

    2 days ago

    Chicago, United States Litera Corp. Full time

    Job Description Join Our Team at Litera: Where Legal Technology Meets Excellence Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and...

  • Customer Success Manager

    3 days ago

    Chicago, United States SEARCH Group Partners Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week. Successful Customer Success Manager at LIFELENZ possesses exceptional communication skills, a strong ability to build and nurture relationships, and a...

  • Customer Success Manager

    5 days ago

    Chicago, United States SEARCH Group Partners, Inc. Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week.Successful Customer Success Manager at LIFELENZ possesses exceptional communication skills, a strong ability to build and nurture relationships, and a keen...

  • Customer Success Manager

    2 days ago

    Chicago, United States SEARCH Group Partners, Inc. Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week.Successful Customer Success Manager possesses exceptional communication skills, a strong ability to build and nurture relationships, and a keen attention...

  • Customer Success Manager

    7 hours ago

    Chicago, United States Intercom Full time

    What‘s the opportunity? We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and...

  • Customer Success Manager

    5 days ago

    Chicago, United States Intercom Full time

    What‘s the opportunity? We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and...

  • Customer Success Manager

    4 days ago

    Chicago, United States Verve Group, Inc. Full time

    About Verve Verve is building a world-class team to commercialize wearable solutions that empower the way people move in the world. Our first product is a lightweight, connected wearable system that can be worn all day, every day by industry associates to reduce fatigue, mitigate risk of injury and augment performance. We are looking for an experienced and...

  • Customer Success Manager

    1 month ago

    Chicago, United States MicroStrategy Incorporated Full time

    As a Customer Success Manager, you will manage MicroStrategy's accounts. You will build strong relationships at multiple levels across the account as serve as a trusted advisor to your customers, know their company and industry well and be a strategi Manager, Project Management, Customer Engagement, Customer, Technology, Retail, Business

  • Customer Success Manager

    4 months ago

    Chicago, United States Cargado Full time

    About the company Cargado is an early stage technology startup revolutionizing how U.S.-Mexico cross-border logistics is executed. Founded by experienced entrepreneurs Matt Silver (second-time founder/CEO after a successful exit and long-time freight veteran) and Rylan Hawkins (CTO, Ex-Convoy, Ex-Microsoft, and previous founder). Mexico has recently taken...