Miro Group
About the Role
Miro is looking for a Global Customer Experience Leader responsible for our growing Enterprise customer base globally. In this role you will build, coach, and lead an amazing team comprising of Customer Success Managers, Support, Customer Education and Renewal Managers. You will partner closely with regional Sales Leaders and other cross-functional partners to drive strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below. What you’ll do
Build, coach and lead the Customer Experience team 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 What you’ll need
10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management with a consistent track record of meeting targets 5+ years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company Have successfully led 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 Enterprise SaaS applications and collaboration technology Comfortable and willing to be a hands-on contributor 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 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 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.
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Miro is looking for a Global Customer Experience Leader responsible for our growing Enterprise customer base globally. In this role you will build, coach, and lead an amazing team comprising of Customer Success Managers, Support, Customer Education and Renewal Managers. You will partner closely with regional Sales Leaders and other cross-functional partners to drive strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below. What you’ll do
Build, coach and lead the Customer Experience team 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 What you’ll need
10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management with a consistent track record of meeting targets 5+ years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company Have successfully led 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 Enterprise SaaS applications and collaboration technology Comfortable and willing to be a hands-on contributor 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 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 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.
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