Customer Success Director, All Segments

Company Description

As a global organization, MicroStrategy seeks to provide exceptional career opportunities for people with diverse backgrounds and experiences. We recognize that having a diverse workforce enables us to leverage the strengths and qualities that are unique to each individual. We believe that having a culture of inclusion encourages innovation and that this in turn drives agility and value for our employees, partners, and customers.

Values: Be Engaged, Precise, Agile, Transparent, and Cheerful

**Job Description**:
**The Role**:
As the Director of Customer Success, you will lead and oversee a high-performing team of CSMs responsible for delivering exceptional value and ensuring the success of our customers across all segments - mid market, enterprise and strategic. 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.

As the Director of Customer Success, you will directly manage MicroStrategy's customer accounts in the region. You will 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 MicroStrategy platform to achieve their business goals. You will ensure the highest customer satisfaction and a very personalized customer experience in each touch point.

**Leadership and Team Management**
- Lead, mentor, and inspire a team of Customer Success Managers (CSMs) and other customer-focused professionals.
- Foster a culture of collaboration, accountability, and continuous improvement within the Customer Success team.
- Provide coaching, training, and professional development opportunities for team members.

**Customer Success Strategy**
- Develop and execute a comprehensive customer success strategy tailored to all segments, aligning with overall business goals.
- Define clear customer success objectives, key performance indicators (KPIs), and targets for the team.
- Continuously assess and refine strategies to maximize customer satisfaction and retention.

**Customer Engagement and Retention**
- Build and nurture strong relationships with all segment customers, understanding their unique needs and challenges.
- Identify opportunities for upselling and cross-selling additional products or services to existing customers.
- Develop and implement strategies to reduce churn and increase customer lifetime value.

**Customer Advocacy**
- Promote customer advocacy and gather customer testimonials, case studies, and referrals to support marketing and sales efforts.
- Ensure that customer feedback is collected and utilized to improve products and services.

**Data Analytics and Reporting**
- Utilize data and analytics to track customer success metrics and provide insights to leadership.
- Prepare regular reports and dashboards to demonstrate the impact of the Customer Success team on revenue and customer satisfaction.

**Collaboration and Alignment**
- Collaborate closely with Sales, Marketing, Product Development, and other cross-functional teams to ensure a unified approach to customer success.
- Communicate effectively with executive leadership on the progress and challenges of the enterprise customer success efforts.

**Customer Onboarding and Training**
- Oversee the onboarding process for all segment customers, ensuring they receive the necessary training and support to realize value quickly.
- Work with the Training and Enablement team to develop relevant training materials and resources.

**Budget Management**
- Manage the budget for the Customer Success team, optimizing resource allocation to meet objectives.

**Qualifications**:
**Required Experience and Skills**:

- 5+ years proven experience leading a customer success team
- Bachelor's degree in business, marketing, or a related field (Master’s degree preferred).
- Proven experience in customer success leadership roles, preferably in a B2B SaaS or technology company.
- Strong understanding of the mid-market, enterprise and strategic customer segments and their unique needs.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal skills.
- Data-driven with the ability to analyze and interpret customer success metrics.
- Experience with customer success tools and CRM systems.
- Ability to travel as needed to meet with customers or attend industry events.
- Fluency in Spanish and English languages.

Additional Information