Senior Customer Success Manager at MicroStrategy

Madrid, Community of Madrid, Spain -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Relationship Building, Strategic Partnership, Customer Onboarding, SaaS Products, Forecasting, Retention, Upselling, Cross-selling, Issue Resolution, Project Management, Conflict Resolution, Customer Advocacy, Product Training, CRM Software

Industry

technology;Information and Internet

Description

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 Senior Customer Success Manager Position Overview: As CSM you will manage Strategy's large 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 CSM will be responsible for managing a book of business 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 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. Fluency in English.

Responsibilities

The Senior Customer Success Manager will manage large accounts, serving as a trusted advisor to optimize customer use of the Strategy platform to achieve their business goals and ensuring the highest customer satisfaction. Key duties include guiding onboarding, managing the book of business, driving renewals and growth, and acting as a liaison for issue resolution.