Enterprise Customer Success Manager

About the role
Miro is growing its Customer Success organization, and we are looking for customer-centric individuals! An Enterprise Customer Success Manager has many responsibilities - from crafting a rollout plan to establishing key relationships with both new and existing customers to co-creating a narrative around the value achieved with Miro.
You will impact our customers immensely by helping them outline their visual collaboration objectives through the creation of a joint success plan, This plan will serve as the foundation to drive value across their journey with Miro.
By building significant relationships with each Enterprise customer from their first day with Miro, you will understand our customer's needs and proactively identify ways in which they can interact with Miro to achieve their goals!
What you'll do

• You will be responsible for handling a book of between 25-35 Enterprise customers and your core areas of focus will include assuming ultimate responsibility around driving gross revenue retention and increasing license activation across this book of business via a high touch engagement model.
  
  • Have a keen eye on ensuring retention and growing usage and adoption across your book.
  • Uncover key contacts willing to partner around understanding the customer's business objectives and developing strategies to achieve those objectives via co-development of a success plan.
  • Drive Miro product adoption by collaborating with customers to understand their various lines of business and respective use case needs - work to devise an enablement plan
  • Identify, improve, and lead all aspects of the health status of each of your customers.
  • Analyze data and use playbooks to drive both proactive and reactive engagements with the customer in the spirit of deliver impact to the customer journey.
  • Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes.
  • Participate in internal initiatives that inform the future of the Customer Success program at Miro.

What you'll need

• 3+ years in a Customer Success role, with at least 1 year of experience handling large, sophisticated enterprise customer accounts
• Strong written and verbal communication skills
• Experience working in a fast-paced environment and ability to adapt to change
• Willing and able to travel as needed
• Ability to work independently and prioritize tasks
• A proactive mentality and a general curiosity to seek to understand
• Visual Collaboration, Agile methodology, and Gainsight knowledge is a plus (not required)

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#LI-

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 45M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,500 employees in 12 hubs around the world. To learn more, please visit: https://miro.com .
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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