Description
About the team
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSMs work 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 strategic Global Customer Success Leader to be responsible for building, coaching, and leading an amazing team of Customer Success managers and CSMs. You will partner closely with regional Sales leaders and Professional Services leaders and other cross-functional partners to drive regional strategy, build senior executive relationships at enterprise customers, ensure value delivery, and continuously improve adoption and retention.
What you’ll do
- Build, coach, and lead the Americas and Japan/Apac Customer Success teams
- Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention, and expansion
- Drive the team to hit Key Performance Indicators
- Mentor the team to maintain account hygiene, health, and indicators
- Participate in revenue and health forecasting
- Partner with stakeholders to define and deliver on a best-in-class customer experience
- Personally work with largest customers (10K+ employee size) to establish executive relationships
- Participate and contribute to formulating key strategic decisions as part of the CS leadership team
- Demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture
What you’ll need
- 10+ years of experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
- 7+ years leading Customer Success and/or Account Management teams at a high-growth B2B SaaS company
- Experience leading Director-level leaders in the past
- Strong foundation in Customer Success norms, processes, and KPIs
- Excellent communication skills, ability to build relationships, and work cross-functionally
- Background in hiring, training, and enabling CSMs with strong performance management skills
- Experience working with Digital Customer Success and/or Marketing to drive CS at scale
- Experience driving professional services to deepen customer relationships and accelerate their time to value
- Excellent ability to identify and resolve problems in CS processes
- Solid understanding of AI, Enterprise SaaS applications, and collaboration technology
What's in it for you
We offer a global benefits package including equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend.