Strategic Customer Success Manager

About the Team

Miro is growing its Customer Success team and we are looking for customer-focused individuals to join us! A 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. Each role at Miro is based at one of our physical hubs and we look for talent that want to be part of these local, collaborative communities. Mironeers work in a hybrid model, with 2 days a week in office culture as our baseline.

About the Role

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 do

• Manage a portfolio of roughly 25 strategic customers
• Maximize customer retention metrics
• Become a Miro product expert and use this knowledge to effectively guide customers toward their desired outcome through scaled engagements
• Identify, track and improve the health status of each of your customers
• Ensure product adoption by onboarding new customers and new teams
• Make sure that customers get maximum value from Miro through training and enablement
• Work closely with Account Managers to identify additional license opportunities
• Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success

What you’ll need

• Proven experience of at least 3 years in customer-facing roles
• A love for experimenting and trying new ideas without fear of iterating and failing
• Experience and confidence in interacting with a variety of customers at different stages in their journey
• Experience working at a SaaS environment
• You can prioritize your workload and ask for help when needed
• You are motivated by working with customers to ensure they achieve their goals
• You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner
• You’re confident presenting new ideas and challenging the status quo

What's in it for you

• Competitive equity package
• Private health insurance program
• Salary continuance insurance and Life insurance coverage
• Free lunches on in-hub days with fully stocked snacks and drinks
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Opportunity to work for a globally diverse team

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Last updated on Aug 21, 2024