Senior Customer Success Specialist

About the Team

About the Role

We’re looking for a Strategic Customer Success Manager to join our ANZ team and help drive long-term value for some of our most important customers. In this role, you’ll act as a trusted advisor, connecting Miro to strategic priorities, enabling adoption through critical workflows in Engineering, Product and Design, and building deep, multi-threaded relationships across your accounts. You’ll lead key engagements like Success Planning, customer onsites, and Business Reviews and act as the voice of the customer within Miro through close cross-functional collaboration.

What you’ll do

• Own and manage a portfolio of approximately 20-25 customers across the Strategic and Enterprise segments, ensuring long-term partnership success


• Align Miro’s product capabilities to customer business priorities through tailored, high-touch engagements that drive product adoption, demonstrate impact across core use cases and maximize ROI


• Lead ongoing strategic conversations including regular cadence meetings, Joint Success Plans (JSPs), Business Reviews and executive-level engagements


• Collaborate with internal stakeholders to influence key customer health metrics such as activation, engagement (MAU) and adoption


• Proactively assess and improve customer health using a data-driven approach to identify risks and opportunities, leveraging tools like Gainsight, Outreach and Looker


• Contribute to a culture of operational excellence by applying and sharing best practices across the team


• Collaborate closely with cross-functional partners such as Sales, Renewals, Services and Solutions Engineering to drive customer outcomes and account success

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


• 1+ year of experience at a top-tier management consultancy or in a consulting-focused role


• Proven experience in a consulting firm with a strong track record of strategic problem solving, client management, and cross-functional project delivery


• Proven success managing a portfolio of strategic and/or enterprise accounts (large multinational organizations with more than 10K employees)


• Ability to deeply understand client business goals, act as a trusted advisor, and align value through thoughtful discovery and a consultative approach


• Ability to build and maintain strong relationships across a wide range of internal and external stakeholders. Additional experience working with Engineering, Product and Design teams is a strong plus


• Comfortable collaborating cross-functionally with internal partners such as Sales, Renewals, Services, Product and Support teams


• Proficient in using customer success and data analytics tools (e.g. Gainsight, Looker) to identify trends, risks and opportunities


• Excellent communication, storytelling, and stakeholder management skills

What's in it for you

• Competitive equity package


• Private health insurance program


• Salary continuance insurance and Life insurance coverage


• Free lunches on in-hub days with fully stocked snacks and drinks


• Wellbeing benefit and WFH equipment allowance


• Annual learning and development allowance to grow your skills and career


• Opportunity to work for a globally diverse team