Senior Customer Success Manager (Mid-Market Segment)

MicroStrategy Germany; Köln; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

A leading company in the technology sector is seeking a Senior Customer Success Manager to manage Mid-Market accounts in the DACH region. This role involves building strong relationships with clients, ensuring high adoption of the Strategy platform, and driving customer satisfaction. The ideal candidate will have over 3 years of experience in customer success, excellent communication skills, and fluency in both German and English. This position offers a competitive salary and opportunities for professional growth.

Qualifikationen

• 3+ years proven experience in a customer success role.
• Fluency in German and English languages is required.
• Proficiency in customer success management tools and CRM software is a plus.

Aufgaben

• Manage Strategy's Mid-Market accounts and ensure high adoption of the Strategy platform.
• Guide new customers through the onboarding process and serve as the primary point of contact.
• Conduct regular check-ins with customers to understand their evolving needs.

Kenntnisse

Effective communication

Interpersonal skills

Project management

Problem-solving

Conflict resolution

Results-oriented

Collaborative work

Customer satisfaction focus

Ausbildung

Relevant certifications in cloud technologies

Experience in Business Intelligence and AI

Tools

CRM software

Customer success management tools

Jobbeschreibung

As a Senior CSM you will manage Strategy's Mid-Market accounts, which range from $100-$500K ARR. The territory will be the DACH region. You will build strong relationships within these accounts and ensure high adoption of the Strategy platform. You will partner with your customers to optimize their use of the Strategy 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 business objectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage of the Strategy platform.

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.

The Mid-Market CSM will be responsible for managing a book of business of $5-$10M ARR with accounts $100-500K 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.

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

3+ years proven experience in a customer success role.

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., Totango and Salesforce, etc.) is a plus.

Relevant certifications in cloud technologies (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals) are a plus.

Fluency in German and English languages is required.

Additional Information

Strategy 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.

Senior Customer Manager • Cologne, Germany