Senior Customer Success Manager

About the role

As a Senior Customer Success Manager at MicroStrategy, you will be the main link between enterprise customers and the company's engineering, product and go-to-market teams. You own the full post-sales lifecycle of a customer account portfolio, helping customers integrate the company's cloud-native architecture, Semantic Layer (Mosaic) and AI-powered analytics into their technology stack so that the platform expands and drives Net Revenue Retention. The role is ideally based in the San Francisco Bay Area.

Key responsibilities

• Act as lead technical advisor for accounts, guide customers through cloud-native architectures and AI-driven analytics, run C-suite whiteboard sessions and develop customer roadmaps with measurable KPIs.
• Lead Quarterly Business Reviews with business and technical stakeholders, showing ROI and progress against success metrics.
• Drive technical configuration and integration, partner with implementation teams, run technical demos, developer "Office Hours" and workshops, and monitor account health and telemetry to spot risks early.
• Share technical feedback to shape product and engineering roadmaps, lead strategic customers through Alpha/Beta programs, and act as technical point of contact for escalations.
• Support renewals and expansions, work with Sales and Account Management on upsell and cross-sell opportunities, identify renewal risks, and help build referenceable customers for case studies and testimonials.

Required profile

• Bachelor's degree in business administration, Computer Science, Engineering, Data Science or a related field (or equivalent practical experience).
• 7+ years in a customer-facing Customer Success role such as Customer Success Manager, Technical Account Manager, Solutions Architect, Sales Engineer or Technical Consultant in a SaaS or enterprise software environment.
• Experience managing strategic or enterprise accounts across complex, multi-stakeholder organizations.
• Ability to explain complex technical concepts clearly to non-technical executives and to analyse usage data and telemetry to recommend expansion and optimization.
• Strong project management and collaboration skills across Sales, Product, Engineering and Support.

Required skills

• Hands-on experience with cloud-native services (microservices, Kubernetes, Docker) and major cloud providers (AWS, Azure or GCP); a professional cloud certification is strongly preferred.
• Understanding of data modeling, ETL/ELT, semantic layers and the lifecycle of machine learning models (MLOps and AI deployment).
• Familiarity with enterprise analytics, BI tools or AI-driven data platforms is highly desirable.
• CRM and customer success tools such as Salesforce, Gainsight or equivalent.
• Familiarity with Agile development cycles and DevOps practices.

The base salary range is $114,000 to $205,700, reflecting base salary only; eligible employees may also participate in bonus programs, sales incentives, equity awards and benefits.