Program Manager, Digital Success Risk Mitigation Programs

About the team
The Program Manager, Digital Risk Mitigation 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, satisfaction, and high retention rates. They will partner closely with teams like analytics, renewals, marketing, product, and customer success to build a cohesive risk mitigation strategy for our rapidly growing customer base. You will be an integral part of defining Miro's future and transform the way we engage with our customers with the goal to improve gross retention, license activation and adoption of targeted accounts. This role will require strong analytical skills, critical thinking, collaboration, and the aim to get things done.
About the role
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.
What you'll do

• Design a best-in-class digital-first risk mitigation program for digital customer success, defining risk measures and actionable triggers in order to build, maintain and monitor programs across the customer journey
• Iterate on our current health score to fit the purpose of digital risk mitigation programs
• Partner closely with the pooled CS team to create human touch intervention flows to mitigate risk and prevent churn when digital programs reach their limits
• Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes • Analyze, assess, prioritize, and evolve programs to reduce risk by ensuring customers are realizing value from our platform
• Measure and report on program performance and business impact

What you'll need

• 3+ years of direct experience in SaaS Renewals, Customer Success, or Customer Success operations
• 2+ years of hands-on experience building digital first, multi-channel risk mitigation programs with a consistent record of improved customer adoption, health and retention
• Experience establishing pooled resource models within Customer Experience, Customer Success, or Support
• Expertise identifying trends through data analysis and turning insights into actionable outcomes
• Excellent communication skills (verbal and written) with an ability to communicate at all levels, escalate program issues, and mitigate project risks
• Deep experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Looker/Tableau and more
• Consistent track record of designing compelling and impactful customer engagements

What's in it for you

• Excellent Medical, Dental + Vision health benefits
• Competitive salaries + Flexible time off
• 401k matching + Competitive equity package
• Free lunches + Office snacks
• Be a 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

The reasonably estimated salary is specific to New York and may not be applicable to other locations. The range for this role is between $108,000 - $150,000. Final compensation and total package components are based on individual factors such as the candidate's skills, qualifications, and experience.
#LI-KR1
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.