Senior Manager, Customer Success

Miro is looking for a Senior Manager of Customer Success, who will scale and lead a team that proactively drives our customers towards their desired outcomes through usage of Miro's platform.

Your goals will be to set and drive operational performance goals, to achieving quarterly targets in terms of adoption metrics and renewal rates to maximize revenue and minimize cancellations.

You will be responsible for hiring a world-class team, improving internal processes and systems to achieve operational performance that exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the Customer Success team, including staffing and coverage models. Build lasting customer relationships, resulting in timely renewals and up-sells.

What you'll do

• Maximize customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion
• Lead, grow, and retain a team of Customer Success professionals to over 15 in the next couple years
• Coach, develop, and drive performance of the team
• Innovate new programs to ensure our customers are adopting and growing their use of Miro within their organizations
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Empowered to take accountability for the team and the team’s results
• Partnering with Sales to create valuable and successful pilot and expansion playbooks, as well as renewal managers on renewal phases of our customers.
• Partnering with product management and engineering to help improve the product direction and quality
• Innovate on goals, playbooks, and metrics for CSMs in different customer tiers;
• Lead strategic, cross-functional initiatives such as customer journeys, maturity models, and product feedback

What you'll need

• 5+ years of customer/account management, 3+ years in leadership experience
• Travel ~25%-30% of time (Teams and Customers across Europe and the USA)
• An empathic leader with a desire to build a world-class CSM function
• Strong process orientation, with experience rolling out global processes and programs
• Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
• Experience building and retaining best-in-class talent
• Desire and compatibility to work in an early-stage company environment

What’s in it for you

• Excellent health benefits that includes medical, dental and vision
• Flexible time off
• Snack and drinks provided
• Brand new office coming soon
• Team outings and collaboration
• 401k matching

About Miro

Miro (formerly RealtimeBoard) is a leading visual collaboration platform for cross-functional teams in organizations of all sizes. Over 2 million managers, designers, agile coaches, marketers and other professionals collaborate, visualize and collect ideas and share their work using our product. We have 8000+ paying customers from world's most successful and innovative companies, including teams inside Netflix, Twitter, Skyscanner, Qlik, Upwork, Expedia, Spotify, eBay, Cisco, Sapient, Geometry, Unbounce, Autodesk, PwC, Deloitte and others.