Senior Customer Success Manager

Company Description

Strategy (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 BI and analytics space, empowering people to make better decisions and revolutionizing how businesses operate.

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

Our people are the core of our success. At Strategy, 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 every employee's contributions are recognized and valued.

Join us and be part of an organization that lives and breathes innovation every day. At Strategy, you're not just another employee.

Job Description

Senior Customer Success Manager

Location: Cologne, Germany (Flexible on Location)

Full-time

As a Senior CSM you will manage some of Strategy's Enterprise accounts. You will build strong relationships at multiple levels across the account as 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 Strategy platform to achieve their business goals. 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.

Financial Management

• The Senior CSM will be responsible for managing a book of business of $7.5M - $10M ARR with accounts between $250K- $1M in ARR each.
• Provide accurate forecasting regularly to Director, Customer Success.
• 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.

Issue Resolution

• 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

Required Experience and Skills:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
• 5+ 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 certifications in cloud technologies (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals) are a plus.
• Fluency in German and English languages.

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.