Senior Manager, Customer Success Strategy & Operations

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 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, Renewal Management, Customer Education, 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 team. You will be responsible for leading and managing Miro's CS Ops team, and for the operational success of our Customer Success function. You will partner with Customer Success leadership and will be their trusted partner in defining objectives and strategy, and in implementing processes that scale.
What you'll do

• Provide thought partnership to Customer Success leadership, serving as a trusted strategic advisor and operator
• Prioritize requests, projects and initiatives into a multi-quarter roadmap and serve as end-to-end DRI for prioritized strategic projects
• Implement programs that move the needle on the core CS objectives - adoption, utilization, customer value, retention, growth, efficiency
• Lead a team of 3+ Ops ICs dedicated to supporting the Customer Success org
• Conduct and/or direct analyses to support strategic decision making, using own skills, Ops IC resources, and Analytics resources
• Oversee CS Tool management, including Gainsight, to optimize CSM Leadership & ICs' customer visibility, prioritization, and other programs
• Implement Key Performance Indicator design, reporting, visibility, and management, and translate into an operational cadence that enables business decisions
• Influence cross-functional teams' roadmaps to ensure we are able to deliver against our own roadmap
• Direct annual planning for CS Org, including capacity and headcount planning, org design, supporting GTM strategic decisions, systems and tool updates, territory planning, organizational change

What you'll need
Experience:

• 6+ years total work experience, with 2-3+ years of relevant Customer Success Ops experience at a well-established B2B SaaS organization
• 2+ years people management experience
• Previous experience as a Customer Success Manager a plus; previous experience in consulting a plus

Technical Skills:

• Strong analytical skills and an interest in working with data - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
• Sales/CSM Tool administration and/or reporting experience - Gainsight experience a must; SFDC a plus
• Project management experience leading large cross-functional projects end-to-end

Soft Skills:

• Ability to partner with senior leaders in Customer Success and Revenue Operations, serving in an advisory role and supporting strategic decision-making
• People management skills: people development, coaching, delegation
• Ability to work independently and drive projects from start to finish in a fast paced environment
• Highly collaborative, team oriented, and comfortable leading cross-functional projects

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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