Customer Success Manager, Mid-Market

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

The Role: As a Mid-Market CSM you will manage MicroStrategy's Mid-Market accounts which range from $100-$500K ARR. You will build strong relationships within the account and ensure high adoption of the MicroStrategy platform. You will partner with your customers to optimize their use of the MicroStrategy platform to achieve their business goals. You will continually seek opportunities to upsell, cross-sell and expand the account. 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.

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 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. 

Required Experience and Skills: 

• 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.