Customer Success Manager

Company Description

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

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

As a Customer Success Manager you will manage Strategy's Enterprise and mid-market 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 Strategy 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 Strategy 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 Enterprise CSM will be responsible for managing a book of business of $6M ARR with accounts between $100K - $1.5M 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 related field (or equivalent work experience) 
• 3+ years of proven experience in a customer-facing role, preferably in a customer success or customer renewal role. Experience in upselling/cross-selling is a plus. 
• Experience with Business Intelligence and AI products such as Strategy Platforms (MicroStrategy) or similar is a must. 
• Effective communication and people skills. 
• Excellent project management, problem solving and conflict resolution skills. 
• Ability to work with cross-functional teams. 
• Results-oriented with a focus on customer satisfaction and retention. 
• Knowledge of cloud technology required. (AWS, Azure, Google Cloud). 
• Knowledge of customer success management tools (Totango, Gainsight) and CRM software (e.g. Salesforce, Oracle) is a plus. 
• Advanced/fluent English (verbal and written).
• In-person role: visiting clients, attending events and working from the office. 

Additional Information

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

Strategy 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 [email protected].