Customer Success Operations Manager

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 and Digital 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, Renewals, Scaled Customer Experience, Customer Education, Professional Services, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations.
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 Customer Success and scaled Digital Success & Pooled Success teams. You will be responsible for leading and managing a number of high priority CS-focused Strategic Projects end-to-end. You will serve as an Operational partner to CS leadership in defining objectives and strategy, implementing processes that scale, and measuring their impact.
What you'll do

• Provide partnership to Customer Success leadership in support of their OKRs and highest priority initiatives
• Prioritize requests, projects and initiatives and serve as end-to-end owner for prioritized strategic projects
• Plan, execute, and oversee run-the-business initiatives such as territory planning, reporting & operational cadences, systems and data maintenance
• Implement programs that move the needle on the core CSM and Scaled CS objectives & KPIs - adoption, utilization, customer value, retention, growth, efficiency
• Conduct and/or direct analyses to support strategic decision making, using own skills and Analytics resources
• Partner with Digital Success & Pooled Success teams to identify & implement prioritized programs at scale in Gainsight
• Design, build, and QA workflows and programs in Gainsight to support CSM, Digital Success, & Pooled Success orgs
• Design and implement reporting to measure effectiveness and impact of the business and 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 teams

What you'll need

• Experience:
• 5+ yrs work experience, with 2+ in a CS Ops role (preferably in B2B SaaS)
• Previous experience as a Customer Success Manager a plus
• Technical Skills:
• Sales/CSM Tool administration and/or reporting experience - Gainsight a must, SFDC a plus
• Strong analytical skills and an interest in working with data to support decisions and processes - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
• Experience or strong interest in managing Territory planning for a CS org a plus
• Project management experience leading large cross-functional projects end-to-end
• Soft Skills:
• Ability to partner with 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
• 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

• 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

About Miro
Miro is an online, visual collaboration platform designed to unlock creativity and accelerate innovation among teams of all kinds. 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 50M 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.
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