Customer Success Associate, Small Enterprise

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.

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 a Small Enterprise CSA you will manage MicroStrategy's Small Enterprise accounts that are < $100K in ARR. You will ensure the customer needs are being met and manage the renewal process.  You will collaborate with sales to seek cross-sell and expansion opportunities.  You will monitor usage and adoption to understand any risks to the account and proactively address.   You will leverage automation and tools to ensure the highest customer satisfaction for a large customer base. You will work closely with select  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. 

Key Responsibilities: 

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. 

• Monitor customer usage and adoption of our SaaS products and provide recommendations for optimization. 

Financial Management: 

• The Small Enterprise CSM will be responsible for managing a book of business of $3-$7M ARR with accounts <$100K in ARR each.  

• Provide accurate forecasting regularly to management.  

• 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: 

• Share opportunities for additional education on new features and products based on customer interest and SUP case analysis. 

Issue Resolution: 

• 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 and determine the next best action to remedy issues or explore opportunities. 

Metrics and Reporting: 

• Maintain and update customer success metrics and KPIs. 

• Provide regular reports on customer engagement, satisfaction, and product usage. 

Qualifications

Required Skills and Experience:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience). 

• 3+ years proven experience in a customer-facing role, preferably in customer success, account management, or sales. 

• 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., Salesforce, etc.) is a plus. 

• Relevant cer