Customer Success Director - DACH & CEU

Company Description

MicroStrategy (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 Business Intelligence and analytics space, empowering people to make better decisions and revolutionizing how businesses operate.

But that's not all. MicroStrategy 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, MicroStrategy's stock has outperformed every company in the S&P 500.

Our people are the core of our success. At MicroStrategy, 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 all employees’ contributions are recognized and valued.

Join us and be part of an organization that lives and breathes innovation every day. At MicroStrategy, 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

The Role:

As the Customer Success Director, 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. The geographical territory will be DACH/CEU. 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 Director role is pivotal in driving customer satisfaction and revenue growth within the Enterprise 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.

As the Customer Success Director, 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 levels of customer satisfaction and a very personalized customer experience at each touch point.

Leadership and Team Management

• Lead, mentor, and inspire a team of Customer Success Managers (4XCSMs) 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.
• 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 (i.e. Totango and Salesforce SDFC).
• Ability to travel as needed to meet with customers or attend industry events.
• BA, BS (or equivalent work experience), MBA preferred.
• Fluency in German and English languages.

Additional Information

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.