Senior Customer Success Manager

Company Description

As a global organization, MicroStrategy seeks to provide exceptional career opportunities for people with diverse backgrounds and experiences. We recognize that having a diverse workforce enables us to leverage the strengths and qualities that are unique to each individual. We believe that having a culture of inclusion encourages innovation and that this in turn drives agility and value for our employees, partners, and customers.

Values: Be Engaged, Precise, Agile, Transparent, and Cheerful

**Job Description**:
**The Role**:
As a Senior Enterprise CSM you will manage MicroStrategy's large Enterprise 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.

**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 Enterprise CSM will be responsible for managing a book of business of $10-$15M ARR with accounts between $500K- $2M in ARR each. For IN market total ARR in the range of $7.5M-$13.5M with accounts with ARR between $500K and $1M 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**:
**Required Experience and Skills**:

- 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.
- French and English language skills

Additional Information