Customer Success Manager, Mid-Market

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.

The Role: As a Mid-Market CSM you will manage MicroStrategy's Mid-Market accounts which range from $100-$500KARR.You will build strong relationships within the account and ensure high adoption of the MicroStrategy platform.You will partner with your customers tooptimizetheir 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 businessobjectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage ofthe MicroStrategy platform.

Key Responsibilities:

Customer Onboarding:

• Guide new customers through the onboarding process, ensuringsmoothand 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 ourSaaSproducts andproviderecommendations for optimization.

Financial Management:

• The Mid-Market CSM willbe responsible formanaging a book of business of $5-$10M ARR with accounts $100-500K in ARR each.
• Provideaccurateforecasting regularly to Sr. Director.
• Maintain a high retention and growth rate meeting set quarterly goals.

Customer Advocacy:

• Identifyand nurture advocates among our customer base to help promote our products and services.
• Encourage customers toprovidetestimonials, case studies, and referrals.

Product Training and Education:

• Ensure customers are fully trained and share opportunities foradditionaleducation 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 theappropriate teamsand ensuretimelyresolution.

Renewals and Upselling:

• Ensuretimelyrenewals of customer contracts. Proactively address any risks to achieving the full renewal.
• Identifyopportunities for upselling or cross-sellingadditionalproducts 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 andKPIs.
• Provideregular reports on customer engagement, satisfaction, and product usage.

• 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 communicationand interpersonal skills.
• Excellent project management, problem-solving and conflict resolution abilities.
• Familiarity with SaaS products and the technology industry. Experience in Business Intelligence andAIa plus.
• Ability to work collaboratively with cross-functional teams.
• Results-oriented with a focus on customer satisfaction and retention.
• Proficiencyin customer success management tools andCRMsoftware (e.g., Salesforce, etc.) is a plus.
• Relevant certifications in cloud technologies (e.g.,AWSCertified Cloud Practitioner, Microsoft Azure Fundamentals) are a plus.

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 application_accommodations@strategy.com.