Senior Customer Success Manager, Miro
Reforge Learning
Visual workspace for innovation
Be an early applicant
Visual workspace for innovation
1001+ employees
Be an early applicant
1001+ employees
Company mission
To empower teams to create the next big thing, powered by AI at every step of the way.
Role
Who you are
- 5+ years of enterprise CSM or strategic account management experience in B2B SaaS, with direct ownership of GDR and NDR metrics and a track record of improving retention outcomes
- Proven ability to build Customer Success processes and playbooks from scratch. You have been an early or founding team member and know what it takes to create structure in ambiguous environments
- Executive presence and communication skills that hold up in a room with a VP of Product at Google or a Chief of Staff at McKinsey. You can command a conversation and earn trust quickly
- A builder mindset and genuine comfort with ambiguity. You are energized by a clean slate and view a broken retention rate as an opportunity rather than a red flag
- A data-driven approach to account management. You use health signals, usage data, and engagement metrics to make proactive decisions
- AI fluency and an automation mindset. You actively experiment with tools that make you more efficient and effective and consistently look for ways to scale your impact
- A track record of influencing without authority. Cross-functional collaboration, internal advocacy, and stakeholder alignment come naturally to you
What the job involves
- Reforge Learning is a small, high-impact commercial team operating at the intersection of world-class education and AI-powered product tooling. Recently acquired by Miro, the visual workspace used by 60M+ people and 99% of the Fortune 100, Reforge is entering a pivotal growth stage with more resources, more reach, and a bigger mandate than ever before
- The Customer Success team sits at the center of it all, working closely with Sales, Product, and Marketing to ensure that Reforge’s most strategic customers, product leaders at Microsoft, Google, Capital One, and McKinsey, are wildly successful. This is a small team doing important work, and every person on it has a real voice in shaping what comes next
- Reforge has built some of the strongest enterprise relationships in the product management world, and this role exists to deepen, protect, and grow them. As a Senior Customer Success Manager, you will own a portfolio of Reforge’s most strategic accounts and serve as the primary advocate and trusted advisor to senior product leaders at some of the world’s most respected organizations
- This is not a maintenance role. Retention rates across the enterprise book need improvement, and we need someone with the horsepower, creativity, and builder mindset to fix that while also helping architect the CS function that will scale beyond your own book of business
- You will balance the day-to-day execution of account management with the strategic work of building systems, playbooks, and engagement models that define what great Customer Success looks like at Reforge
- If you are energized by high-stakes relationships, ambiguous environments, and the opportunity to build something lasting, this is your role. The low retention baseline is not a secret. It is the opportunity. If you fix it, the upside is real and uncapped
- Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others. Serve as the primary trusted advisor to VP and C-suite product leaders across multi-year, high-value relationships
- Drive retention and expansion as your primary commercial responsibility. Proactively identify at-risk accounts, design targeted intervention strategies, and ensure every account renews and grows
- Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales
- Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built
- Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities, operating at the commercial intersection of Customer Success and Sales
- Leverage AI and automation to scale your impact by building workflows and systems that enable high-touch engagement at scale
Our take
Millions of employees worldwide have moved to remote working, but existing tools are holding back the potential for collaboration. Tools such as Zoom and Microsoft Teams already provide remote communication platforms to millions of users, but they generally compromise on features required to emulate the team collaboration experience.
Miro has created a platform that provides enterprise tools such as collaborative whiteboards and mind-map software into an accessible and integrated service. As opposed to providing an 'all-in-one' add on, Miro allows businesses to customize and integrate the tools and resources within their individual platform to cater to the team's specific requirements.
Miro’s initial strategy of offering free and discounted subscriptions and then moving to paid models has paid off. The platform currently has over 100M users and is trusted by enterprises such as VMware, Zendesk and Frog. And as part of its ongoing battle with Zoom, Miro acquired video-chat startup Around in 2022, to remain competitive in the market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$400m
SERIES C
Apr 2020
$50m
SERIES B
Total funding: $476.8m
Company HQ
The East Cut, San Francisco, CA
Leadership
Andrey Khusid
(Co-Founder & CEO)Prior to Miro, they founded Vitamin Group specializing in digital technologies and multimedia projects.
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