Strategic Customer Success Manager

1 day ago

New York, New York, United States Miro Full time
About the Team

Miro's Customer Experience team is comprised of several departments, including Professional Services, Renewals, Customer Success, Customer Support, and Customer Education. These teams work together to achieve Miro's mission of empowering customers to create innovative solutions.

About the Role

Miro is expanding its Customer Success organization, and we are seeking experienced professionals to join our team as Strategic Customer Success Managers. In this role, you will be responsible for ensuring our customers realize the value from their investment in Miro. To achieve this, you will work closely with internal and external stakeholders to identify and address customer needs, develop and implement joint success plans, and provide strategic guidance to customers.

Key Responsibilities
  • Manage a portfolio of up to 10 Enterprise customers, providing strategic guidance and support to ensure they achieve their goals with Miro.
  • Engage with internal stakeholders, including sales and renewals teams, to improve customer retention metrics and drive business growth.
  • Partner with customers to identify and address business challenges, developing and implementing solutions that drive ROI and enhance existing business processes.
  • Develop and maintain strong relationships with key customer stakeholders, including power users, Miro Admins, and executives.
  • Utilize industry-leading tools, such as Gainsight and Looker, to prioritize and manage your portfolio of customers.
  • Drive and support internal initiatives that inform the future of the Customer Success program at Miro.
Requirements
  • 5+ years of experience in a Customer Success or Account Management role, with at least 2 years of experience handling large, sophisticated customer accounts.
  • Strong written and verbal communication skills, with the ability to effectively communicate with customers and internal stakeholders.
  • Quick, highly adaptable learner, with the ability to thrive in a constantly evolving hyper-growth environment.
  • Proactive mentality and excellent time management skills, with the ability to prioritize and manage multiple customer relationships.
  • Project management, Miro, and Gainsight experience is a plus, but not required.
  • Willing and able to travel as needed.
  • Experience with Agile frameworks and SaaS is strongly preferred.
What's in it for you
  • Competitive compensation and benefits package, including 401k matching and equity.
  • Excellent medical, dental, and vision health benefits.
  • Fertility and family forming benefits.
  • Flexible time off and a wellbeing benefit.
  • Annual learning and development allowance to grow your skills and career.
  • Up to $2,000 of charitable donation matches each year.

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