Strategic Customer Success Manager

About the Team

Miro’s Customer Experience 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

• Be responsible for a portfolio of up to 10 Enterprise customers.
• Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement).
• Partner with our sales and renewals teams to help maintain and grow our partnerships.
• Engage in workflow consulting engagements to help customers enhance existing business processes.
• Build out value assessments to document workflows and business processes that deliver ROI for our customers.
• Develop strong relationships with key customer stakeholders including power users, Miro Admins and executives.
• Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio
• Drive and support internal initiatives that will inform the future of the Customer Success program at Miro.

What you’ll need

• 5+ years in a Customer Success or Account Management role, with at least 2 years of experience handling large, sophisticated customer accounts.
• Strong written and verbal communication skills.
• Quick, highly adaptable learner and can thrive in a constantly evolving hyper-growth environment.
• Proactive mentality and excellent time management skills.
• Project management, Miro and Gainsight experience is a plus, but not required.
• Willing and able to travel as needed.
• Experience with Agile frameworks and SaaS strongly preferred.

What's in it for you

US:

• 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