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 provides a visual workspace for innovation that enables distributed teams of any size to dream, design, and build the future together. Our mission is to empower teams to create the next big thing by creating a place where teams can create together seamlessly, regardless of location.
Today, more than 50 million users in 180,000 organizations including Nike, Ikea, Deloitte, WPP, and Cisco depend on Miro to improve product development collaboration, to speed up time to market, and to make sure that new products and services deliver on customer needs.
Miro's visual workspace enables distributed teams to come together to synthesize information, develop strategy, design products and services, and manage processes all throughout the innovation lifecycle. When you look at a Miro Board, you can see hundreds of collaborators moving through the space as named cursors on the screen designing, contributing ideas, providing feedback, and co-creating together with shared tools and information.
Everyone in Miro has access to the same shared capabilities designed for innovation including diagramming, wireframing, real-time data visualization, and built-in support for agile practices. Miro's workspace is integrated with more than 130 other applications including Jira, Azure DevOps, Asana, Zoom, Slack, and Teams, many of which offer two-way integrations and can be dynamically updated directly from Miro.
Miro enables organizations to accelerate time to market and ensure continuous alignment with customer needs and company strategy. In most organizations, Miro is used by product development teams looking for a new, better way to drive innovation. However, we see more teams including marketing, sales, management consulting, architecture, creative design, and HR that are increasingly applying innovation methodologies such as design thinking and agile practices and adopting Miro for this work.
Check out more about life at Miro:

• Youtube: https://www.youtube.com/@lifeatmiro
• Blog: https://miro.com/careers/life-at-miro/all/
• Instagram: https://www.instagram.com/wearemiro/

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.
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