Customer Success Operations Manager

About the Role
Miro is looking for an experienced Customer Success Strategy & Operations professional to join our growing team as a CS Strategy & Ops Manager to partner with our growing Americas, APAC, & Japan teams. You will be responsible for leading and managing a number of high priority CS-focused Strategic Projects end-to-end. You will partner with Customer Success leadership and will be their trusted partner in defining objectives and strategy, implementing processes that scale, and measuring their impact.
About the Team
Miro's Customer Success Strategy & Operations team sits within the broader Customer Experience Operations team, and collaborates closely with business partners in Customer Success in an embedded fashion. CX Ops is part of the Revenue Operations function, and provides dedicated support to each of the Customer Experience functions (Customer Success, Renewal Management, Customer Education, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations.
What You'll Do

• Provide thought partnership to Customer Success leadership in support of their OKRs and highest priority initiatives
• Prioritize requests, projects and initiatives into a multi-quarter roadmap and serve as end-to-end DRI for prioritized strategic projects
• Plan, execute, and oversee run-the-business initiatives such as territory planning, systems and data maintenance
• Implement programs that move the needle on the core CSM objectives & KPIs - adoption, utilization, customer value, retention, growth
• Conduct and/or direct analyses to support strategic decision making, using own skills and Analytics resources
• Design and implement reporting to measure effectiveness and impact of the programs
• Influence cross-functional teams' roadmaps to ensure we are able to deliver against our own roadmap
• Coordinate enablement and change management to the Customer Success team
• Some examples of Programs you may manage / contribute to:
  • Health score & risk escalation processes
  • Customer Solutions teams specialization and workflows
  • Internal CX QBR processes

What You'll Need

• Experience:
  • 4+ years total work experience, with 2-3+ years of relevant Customer Success Ops experience at a well-established B2B SaaS organization
  • Previous experience as a Customer Success Manager a plus; previous experience in consulting a plus
• Technical Skills:
  • Project management experience leading large cross-functional projects end-to-end
  • Strong analytical skills and an interest in working with data - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
  • Sales/CSM Tool administration and/or reporting experience - in one or more of SFDC, Gainsight, Totango
• Soft Skills:
  
  • Ability to partner with senior leaders in Customer Success and Revenue Operations, serving in an advisory role and supporting strategic decision-making
  • Ability to work independently and drive projects from start to finish in a fast paced environment
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Designing, implementing, and running scalable processes and programs
  • Professional writing and communication skills for both customer and executive audiences

What's In It for You

• Excellent Medical, Dental + Vision health benefits
• Competitive salaries + Flexible time off
• 401k matching + Competitive equity package
• Free lunches + Office snacks
• Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
• Distributed team across offices globally

#LI-KR1
About Miro
Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies. Miro is trusted by Dell, Cisco, Deloitte, Okta, Shopify, and many more global companies of all sizes.
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.