Senior Strategic Customer Success Manager

Customer Experience, Los Angeles, US

About the Team

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team!  A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro.  In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio.  You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts.  You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.

About the Role

Your role will impact our customers immensely because you will help them realize their visual collaboration objectives through the use of Miro's platform. You will understand our customer’s needs and proactively help identify ways in which they can interact with Miro to increase their productivity and results.
 

What you’ll do

  • Manage a portfolio of roughly 10-15 strategic customers
  • Maximize customer retention metrics
  • Become a Miro product expert and use this knowledge to effectively guide customers toward their desired outcome through scaled engagements
  • Ensure product adoption by onboarding new customers and new teams
  • Make sure that customers get maximum value from Miro
  • Work closely with Account Managers to identify additional license opportunities

What you’ll need

  • Proven experience of 5+ years in customer-facing roles
  • A love for experimenting and trying new ideas without fear of iterating and failing
  • Experience and confidence in interacting with a variety of customers at different stages in their journey
  • Experience working at a SaaS environment
  • You are motivated by working with customers to ensure they achieve their goals
  • You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner

What's in it for you

  • 401k matching + Competitive equity package
  • Excellent Medical, Dental and Vision health benefits
  • Fertility & Family Forming Benefits
  • Flexible time off
  • 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
  • Up to $2,000 of charitable donation matches each year

The reasonably estimated salary range is specific to Los Angeles and may not be applicable to other locations. The range for this role is $156,000 to $195,000. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.


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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 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: 

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. 

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How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

  • 02. Hiring Manager

    The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

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