Strategic Customer Success Manager

About the Team

Miro’s Customer Experience organization includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education.  All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits on our AMER team on the Strategic Customer Success Team, a remote team. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams. Learn more here.

About the Role

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team!  A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro.  In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio.  You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts.  You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.

What you’ll do

• Manage a portfolio of up to 30 Enterprise customers, ensuring high retention and engagement metrics
• Collaborate with sales and renewals teams to maintain and expand customer relationships
• Conduct workflow consulting engagements to optimize customers' business processes using Miro's platform
• Build value assessments documenting customer workflows and quantifying ROI delivered
• Develop strong partnerships with key stakeholders, including power users, admins, and executives
• Leverage tools like Gainsight, Outreach, and Looker to efficiently manage and prioritize customer portfolio
• Drive internal initiatives to continuously improve and shape Miro's Customer Success program

What you’ll need

• 5+ years of experience in Customer Success or Account Management roles, with at least 2 years handling large, sophisticated enterprise accounts
• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly
• Proven ability to thrive in a fast-paced, constantly evolving, high-growth environment as a quick and highly adaptable learner
• Proactive, self-motivated approach with strong time management and organizational skills
• Proficiency in project management methodologies is a plus
• Experience with collaboration tools like Miro and customer success platforms like Gainsight is advantageous
• Willingness to travel as needed

What's in it for you

• 401k matching + Competitive equity package
• Excellent Medical, Dental and Vision health benefits
• Fertility & Family Forming Benefits
• Flexible time off
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Up to $2,000 of charitable donation matches each year

Last updated on Aug 21, 2024