About the Team
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Professional Services, Renewals, Customer Education, and Support teams. CSMs work with our Enterprise-licensed customers to help them collaborate and innovate with Miro, resulting in high retention and expansion rates.
About the Role
Miro is looking to hire a Customer Success Lead to be responsible for our Enterprise customer base in the Emerging Markets region (Mostly Benelux/Finance/Spain/Italy but also the remaining of EMEA not covered by our major regions). In this role you will build, coach, and manage a team of Customer Success Managers and also develop relationships with the largest Customers in the area. Furthermore, you will work closely with the regional Sales leaders and other cross-functional partners to improve our processes, drive adoption, retention, cross and upsell.
What you’ll do
- Build, coach and mentor a team of Customer Success Managers
- Partner with the Sales Leader and other functions to improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion, in particular
- Drive the team towards 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 our largest customers to establish executive relationships
- Participate in formulating key strategic decisions as a part of the EMEA CS and the Emerging Markets leadership Teams
What you’ll need
- 8+ years of work experience, with 2+ years in a leadership role and 5+ years experience in Strategic or Enterprise (High Touch) Customer Success with a consistent track record of meeting targets
- 2+ years as a Leader of Customer Success, Consulting or Account Account at high-growth B2B SaaS company
- Strong foundation in the Customer Success norms, processes, and KPIs
- Excellent communication skills, ability to build relationships and work cross-functionally
- Background of hiring, training, and enabling CSMs with strong performance management skills in a fast paced environment
- Excellent ability to identify and resolve problems in CS processes
- Solid understanding of Enterprise SaaS applications and collaboration technology
- Comfortable and willing to be a hands-on contributor
Nice to have:
- Experience managing leaders
What's in it for you
- Competitive equity package
- Medical insurance coverage
- 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
- Travel allowance for your commute
- Opportunity to work for a globally diverse team
- Inspiring workplace in the heart of Amsterdam
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
What We Do
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.
At Miro, we are a team of nearly 1800 dreamers, thinkers, builders, storytellers, and designers from all over the world. That scale is one of our strengths, along with the intentionality behind our values. We champion one another to win the world. We lead with empathy and understanding to keep ourselves humble and our product human. We dream big, aim high, and let our failures inform our future successes.
If you want to become a part of our team, keep reading to learn more about who we are and who you can become, with us.
Why Work With Us
We don't joke about our values. Everything we do, from how we hire talent, promote employees, and celebrate our people is informed by our values. Our values shape what we stand for, and what we stand against:
- Play as a team to win the world
- Focus on impact and make it happen
- Learn, grow, and drive change
- Practice empathy to gain insight
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