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.