Program Manager, Digital Success Onboarding 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 Onboarding 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 onboarding strategy and establish a program roadmap
• Leverage product usage and user behavior data to build personalized, omni-channel onboarding engagements
• Gain a deep understanding of our customers and the needs of end users using research, interviews and data analysis to improve and personalize the customer onboarding 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
• 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 onboarding or implementation programs in B2B SaaS companies
• 2+ years of experience in customer success or professional services 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

• Excellent Medical, Dental + Vision health benefits
• Fertility & Family Forming Benefits
• Competitive salaries + Flexible time off
• 401k matching + Competitive equity package
• Office lunches + snacks
• Wellbeing Benefit and WFH Equipment Allowance
• Up to $2000 of charitable donation matches each year
• Be 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
• Ability to Work From Almost Anywhere for up to 4 weeks per calendar year
• Miro Accounts for Friends & Family

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.
Miro's Privacy Policy contains details about our privacy practices and the handling and use of the personal data of job applicants.