Senior Customer Success Manager
vor 2 Wochen
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, Professional Services and Support teams.
CSM works with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates.
About the RoleMiro is growing its Customer Success team, and we are looking for customer-focused individuals to join us
A Strategic Customer Success Manager on our Strategic Team has many responsibilities from onboarding customers and setting them up for success to deepening relationships with our existing customers and increasing the value they get from our services.
Your role will impact our customers immensely because you will help them realize their visual collaboration objectives through the use of Miro's platform.
You will understand our customer's needs and proactively help identify ways in which they can interact with Miro to increase their productivity and results.
What you'll doBe responsible for a portfolio of up to 25 Large Enterprise & Strategic customersBecome a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomesEnsure product adoption by onboarding new customers and new teams working closely with the Onboarding Consultants teamMake sure that customers get maximum value from Miro and give them insight into this through high-touch engagementsPerform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, QBRs, frequent C-level meetings, Success Plans etc)Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement)Identify, track, and improve the health status of each of your customersDevelop best practices for customer growth/renewal to ensure ongoing customer successPartner with our sales and renewals teams to help maintain and grow our partnershipsUtilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolioWhat you'll need7+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts2+ years experience in a B2B or B2B2C SaaS companyExperience with enterprise accounts (large multinational organizations with more than 10 K employees)Consistent track record of handling small but strategic portfolios of large Enterprise AccountsExperience in working cross-functionally daily.
Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer sideStrong written and verbal communication skillsExcellent listening skills, customer-centric mentality and empathy towards users and customersAbility to recognize & increase business value as well as internal opportunitiesBe a quick learner and have the ability to collaborate in a constantly evolving scale-up environmentHave proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneouslyExperience or high curiosity about the SaaS spaceWhat's in it for youCompetitive equity packagePrivate health insurance programSalary continuance insurance and Life insurance coverageFree lunches on in-hub days with fully stocked snacks and drinksWellbeing benefit and WFH equipment allowanceAnnual learning and development allowance to grow your skills and careerOpportunity to work for a globally diverse teamAbout MiroMiro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing.
The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more.
Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100.
Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.
We are a team of dreamers.
We look for individuals who dream big, work hard, and above all stay humble.
Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment.
We strive to play as a team to win the world and create a better version of ourselves every day.
If this sounds like something that excites you, we want to hear from you
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences.
Miro's mission — Empower teams to create the next big thing — is how we think about our product, people, and culture.
We believe that creating big things requires diverse and inclusive teams.
Diversity invites all talent with different demography, identities and styles to step in , and inclusion invites them to step closer together.
Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
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