Customer Success Manager, Enterprise Solutions

4 days ago

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

We are seeking a highly skilled and experienced Customer Success Manager to join our team at MicroStrategy. As a key member of our customer success organization, you will be responsible for managing a portfolio of mid-market accounts, driving customer adoption and satisfaction, and identifying opportunities for growth and expansion.

Key Responsibilities
  • Customer Onboarding
    • Develop and execute customized onboarding plans to ensure seamless implementation and adoption of our solutions.
  • Account Management
    • Build and maintain strong relationships with key stakeholders at mid-market accounts, understanding their business objectives and challenges.
    • Conduct regular check-ins to ensure customer satisfaction and identify opportunities for growth.
  • Financial Management
    • Manage a book of business with annual recurring revenue (ARR) of $5-$10 million, comprised of multiple mid-market accounts.
    • Provide accurate forecasting and reporting to senior leadership.
  • Customer Advocacy
    • Identify and nurture customer advocates to promote our solutions and services.
  • Product Training and Education
    • Ensure customers are fully trained and educated on our solutions, with a focus on new features and products.
  • Issue Resolution
    • Act as a liaison between customers and internal teams to resolve issues and concerns in a timely manner.
  • Renewals and Upselling
    • Ensure timely renewals of customer contracts and identify opportunities for upselling and cross-selling.
  • Customer Feedback and Insights
    • Gather customer feedback and insights to inform product development and improvement efforts.
  • Metrics and Reporting
    • Maintain and update customer success metrics and key performance indicators (KPIs).
Requirements
  • Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
  • 5+ years of 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.
  • Ability to work collaboratively with cross-functional teams.
  • Results-oriented with a focus on customer satisfaction and retention.

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