- Location
- New York, US; San Francisco, US · Austin
- Department
- Customer Service
- Seniority
- VP
- Experience
- 10+ years
Description
- 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 our largest customers (10K+ employee size) to establish executive relationships
- Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
- As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture
- 10+ years 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 high-growth B2B SaaS company
- Have successfully lead Director level leaders in the past
- 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
- Experience in 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 want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.
About Miro
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 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 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.
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