Strategic Customer Success Manager

About the Team

Miro’s Customer Experience includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education.  All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits on our Northern Europe team on the Strategic Customer Success Team. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams. 

About the Role

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team!  A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro.  In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio.  You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts.  You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.

What you’ll do

• Be responsible for a portfolio of some of our largest customers within the UKI region; 


• 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

• 5+ 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 as a CSM


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


• 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 

What's in it for you

• Competitive equity package


• Health insurance for you and your family


• 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


• Opportunity to work for a globally diverse team