Program Manager, Digital Success Adoption Programs

About the Team
The Global Digital Customer Success team at Miro sets and implements Miro's digital-first engagement strategy to help our customers not only see, but realize the value of visual collaboration with Miro at scale. This is not an easy task which is why we work hard to collaborate across teams and support one another to improve our customer's journey and the value they receive from using our products. Digital Success is a key priority for our business and being part of this fast growing, innovative, and goal oriented team will get broad visibility and provide a phenomenal opportunity to grow.
About the Role
The Program Manager, Digital Customer Success Adoption Programs will join our fast growing global Digital Customer Success team to help Miro serve our customers in a scaled way. They will be part of a team that defines, plans, and executes Miro's digital-first Customer Success Strategy building programs that ensure outstanding customer experiences and satisfaction. They will partner closely with teams like education, product, marketing, and customer success to build a cohesive experience for our rapidly growing customer base and are responsible for driving user engagement. In this role you will be an integral part of defining Miro's future and transform the way we engage with our end users, key personas with the goal to improve engagement, license activation and adoption of targeted accounts. This role will require creativity, strategic thinking, collaboration, and the aim to get things done.
What you'll do

• Set user adoption strategy and establish a program roadmap
• Leverage product usage and user behavior data to build personalized, outcome based omni-channel engagements
• Gain a deep understanding of our customers and the needs of end users using research, interviews and data analysis to improve customer experience
• Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our end users in order for them to achieve their expected business outcomes
• Seek short term quick wins leveraging existing tools and in-app notifications
• Support implementation of an end user adoption platform
• Identify key moments for account personas and end users to design in app engagements along the customer journey
• Inform product roadmap for Education content
• Measure and report on program performance and business impact

What you'll need

• 3+ years of experience in designing and implementing end user engagement programs in B2B SaaS companies
• 2+ years of experience in customer experience, customer success, or product management.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes
• Excellent communication skills (verbal and written) with the ability to communicate at all levels, escalate project issues, and mitigate risks
• Expertise working with user adoption platforms like Pendo, Gainsight PX, WalkMe or others
• Proven record of designing impactful and compelling omni-channel customer experiences

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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