Customer Success Manager

2 weeks ago

New York, New York, United States MicroStrategy Full time
About MicroStrategy

MicroStrategy is a pioneering leader in enterprise analytics and mobility software, empowering organizations to make data-driven decisions and revolutionize their operations. With a bold vision to transform businesses into intelligent enterprises, we're driving innovation and setting trends in the market.

Job Description

We're seeking a highly skilled Mid-Market Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing a portfolio of mid-market accounts, ranging from $100-$500K ARR. Your primary focus will be on building strong relationships with our customers, ensuring high adoption of our platform, and driving business growth.

Key Responsibilities:
  • Customer Onboarding: Guide new customers through the onboarding process, ensuring a 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: Manage a book of business of $5-$10M ARR with accounts $100-500K 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.
Requirements:
  • Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
  • 5+ 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.
About MicroStrategy

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. 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.

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