# Head of CS, DACH

**Company**: Miro
**Location**: Munich
**Experience**: executive
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/miro/04078a6b-74df-45dc-9e1a-d83ea685a004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_060e5a73-132

## Description

### About the Team

The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSM works with Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates.

### About the Role

Miro is looking to hire a Head of CSM for DACH. In this role, you will lead and coach a team of highly experienced Customer Success Managers and report to the Head of Customer Success EMEA. You will manage this team, work closely with regional Sales leaders, and other cross-functional partners to improve processes, drive adoption, retention, and customer expansion.

### Responsibilities

- Coach and lead the team of CSMs serving DACH customers

- Partner with sales and other customer experience teams to improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention, and expansion

- Manage the team to maintain hygiene in account data, health, and other important indicators

- Own your team's revenue and health forecasting

- Build and maintain executive relationships for selected accounts in your team's portfolio

- Continuously help innovate via AI transformation and improve processes, practices, and assets to deliver consistently better customer success in a scaling business

### Requirements

- 5+ years of management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization

- 2 years in Consulting

- Fluent in German a must

- Hiring, training, and enabling CSMs, coaching especially on consultative advising and selling

- A solid understanding and great foundation in Customer Success norms, processes, and KPIs

- Excellent communication skills, ability to establish relationships at exec level and work cross-functionally

- Excellent ability to identify and resolve problems in a fast-paced environment

- Good understanding of AI transformation, Enterprise SaaS applications, and collaboration technology

- Comfortable and willing to be a hands-on contributor

- Analytical approach: analyze data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data

### Benefits

We offer a global benefits package that generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Benefits may differ per location.

## Skills

### Required
- German
- Customer Success
- Account Management
- Leadership
- Coaching
- Consultative Selling
- AI Transformation
- Enterprise SaaS
- Collaboration Technology
- Data Analysis

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/miro/04078a6b-74df-45dc-9e1a-d83ea685a004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)