Customer Success Team

Written By Jamie Tolson

Driving SaaS Customer Growth and Retention

The CLIENT

AVIVA was exclusively retained by MicroStrategy, a publicly traded global leader in Business Intelligence and GenAI solutions to facilitate the rapid expansion of their North America based Customer Success Management team with a total of 5 new additions.

The CHALLENGE

Product Domain Experience: Required Customer Success experience supporting a Business Intelligence and AI SaaS platform

Timeline: Candidates for all 5 positions needed to be identified, qualified, competency assessed, interviewed, and selected within 1 month of project kickoff

Varying Seniority: Requirements involved different levels of seniority and market segments

Numerous Locations: Hiring supported US Regional requirements, West Coast, Northeast, Central, and Southeast

Our SOLUTION

AVIVA launched a multi-hire campaign by appointing our research team to map and identify Customer Success professionals across the US with specific experience supporting BI/AI/Data SaaS products. We created a list of target companies and engagement approaches, ultimately providing a collection of qualified and interested candidates.

AVIVA’s search methodology identified a total of 71 candidates across the Business Intelligence/SaaS industry. Our screening process resulted in a shortlist of 14 candidates for our client to interview with 5 selected and 3 being women candidates.

We successfully filled all positions with selected candidates hired within timeline.

  • Sr. Director, Customer Success - Enterprise - Southeast

  • Director, Customer Success - Strategic - West Coast

  • Sr. Customer Success Manager - Enterprise - Central

  • Customer Success Manager - Mid Market - Southeast

  • Customer Success Manager - Mid Market - West Coast

Jamie Tolson
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VP of Digital Engagement Strategy

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Sr. Director of Product Management