Strategic Customer Success Manager DACH

About the Team

About the Role

What you’ll do

• Be responsible for a portfolio of up to 10 Enterprise customers; 
• Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomes; 
• Ensure product adoption by onboarding new customers and new teams working closely with the Onboarding Consultants team;
• Make sure that customers get maximum value from Miro and give them insight into this through high-touch engagements;
• Perform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, QBRs, frequent C-level meetings, etc);
• Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement); 
• Identify, track, and improve the health status of each of your customers;
• Develop best practices for customer growth/renewal to ensure ongoing customer success;
• Partner with our sales and renewals teams to help maintain and grow our partnerships;
• Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio. 

What you’ll need

• 3+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts
• 2+ years experience in a B2B or B2B2C SaaS company
• Experience with enterprise accounts (large multinational organizations with more than 10K employees)
• Consistent track record of handling small but strategic portfolios of large Enterprise Accounts
• Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
• Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side
• Strong written and verbal communication skills
• Excellent listening skills, customer-centric mentality and empathy towards users and customers
• Ability to recognize & increase business value as well as internal opportunities
• Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space
• Fluency in English and German

What's in it for you

• Competitive equity package
• Corporate pension plan
• 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
• Travel allowance for your commute
• Opportunity to work for a globally diverse team