Senior Director, Customer Success, Mid-Market

Company Description

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.

Job Description

The Role:  As the Senior Director of Mid-Market Customer Success, you will lead and oversee a dynamic team of ~12 CSMs responsible for ensuring the satisfaction, retention, and growth of our mid-market customer segment. You will develop and execute strategies to drive customer success, achieve revenue goals, and foster long-term customer relationships. This role is crucial in delivering exceptional value to our mid-market customers while aligning with the company's overall mission and 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 mid-market 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. 

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 the mid-market segment, 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 key mid-market 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 mid-market customer success efforts. 

Customer Onboarding and Training: 

• Oversee the onboarding process for mid-market 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 mid-market Customer Success team, optimizing resource allocation to meet objectives. 

Qualifications

Required Experience and Skills: 

• 3+ 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 customer segment and