Chief Customer Officer, Miro
$288-360k
+ Equity
2-5 days a week in office
Visual workspace for innovation.
Be an early applicant
Visual workspace for innovation.
1001+ employees
Be an early applicant
$288-360k
+ Equity
2-5 days a week in office
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- 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 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 Enterprise SaaS applications and collaboration technology
- Comfortable and willing to be a hands-on contributor
What the job involves
- 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
- Furthermore, you will partner closely with our 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
- 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
Application process
- 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
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 35 million users and is trusted by enterprises such as VMware, Zendesk and Frog. 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 benefits
- Excellent Medical, Dental + Vision health benefits
- 401k matching + Stock options
- Free lunches + Office snacks
- Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
- Distributed team across offices globally
Company HQ
The East Cut, San Francisco, CA
Leadership
Andrey Khusid
(CEO)Prior to Miro, they founded Vitamin Group specialising in digital technologies and multimedia projects.
Oleg Shardin
(Board Member)They have a Master's degree in Strategic Management. They founded the Vitamin Group in 2005 prior to founding Miro. Initially served as COO for Miro.
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