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 the Senior Director of Customer Success for strategic accounts, you will lead and oversee a high-performing team of ~4 CSMs responsible for delivering exceptional value and ensuring the success of our strategic account customers. Your role is pivotal in fostering long-term customer relationships, driving customer retention and expansion, and aligning with the company's strategic objectives. You and your team 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.   

This Senior Director role is pivotal in driving customer satisfaction and revenue growth within the strategic accounts customer segment. The successful candidate will have a strategic mindset, exceptional leadership skills, and a passion for ensuring customers achieve their desired outcomes with our products and services. 

Key Responsibilities: 

Leadership and Team Management: 

• Lead, mentor, and manage a team of Customer Success Managers (CSMs) and other professionals specializing in strategic accounts. 
• Foster a culture of excellence, collaboration, and innovation within the Strategic Accounts Customer Success team. 
• Provide coaching, training, and professional development opportunities for team members. 

Customer Success Strategy: 

• Develop and execute a strategic customer success plan tailored to the unique needs and objectives of our strategic accounts. 
• Define clear customer success objectives, key performance indicators (KPIs), and targets for the team. 
• Continuously assess and refine strategies to maximize customer satisfaction, retention, and growth 

Strategic Account Engagement: 

• Build and maintain strong relationships with key stakeholders within strategic accounts, including C-level executives. 
• Understand the specific goals, challenges, and requirements of each strategic account and align our offerings accordingly. 
• Collaborate with Sales to identify opportunities for upselling and cross-selling additional products or services 

Customer Advocacy: 

• Encourage and facilitate customer advocacy, including the creation of customer testimonials, case studies, and referrals. 
• Ensure that feedback from strategic accounts is collected and used to drive improvements in products and services. 

Data Analytics and Reporting: 

• Utilize data and analytics to monitor and track customer success metrics, providing insights and recommendations to leadership. 
• Develop and present regular reports and dashboards that demonstrate the impact of the Strategic Accounts Customer Success team on revenue and customer satisfaction. 

Cross-functional Collaboration: 

• Collaborate closely with Sales, Marketing, Product Development, and other relevant departments to ensure alignment and coordinated efforts to support strategic accounts. 
• Communicate effectively with executive leadership on the progress and challenges of strategic account customer success initiatives. 

Customer Onboarding and Training: 

• Oversee the onboarding process for strategic accounts, ensuring a seamless and efficient experience. 
• Work with the Training and Enablement team to develop customized training materials and resources. 
• Budget Management: 
• Manage the budget allocated to the Strategic Accounts Customer Success team, optimizing resource allocation to achieve objectives. 

• 7+ years proven experience leading a customer success team 
• Bachelor's degree in business, marketing, or a related field (Master's degree preferred). 
• Extensive experience in customer success leadership roles, with a focus on managing strategic accounts, preferably in a B2B SaaS or technology company. 
• Deep understanding of strategic account management and customer relationship development. 
• Proven leadership and team management skills. 
• Excellent communication and interpersonal skills. 
• Strong analytical and data-driven mindset, with the ability to interpret customer success metrics. 
• Proficiency in customer success tools and CRM systems. 
• Willingness and ability to travel as needed to meet with strategic account customers and attend industry events. 

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex age, genetic information, or any other legally-protected basis.

MicroStrategy 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 703-848-8600.