Portfolio Customer Success Manager, Miro
Customer Experience
+ Equity
Visual workspace for innovation.
Open for applications
Visual workspace for innovation.
1001+ employees
Open for applications
+ Equity
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- Proven experience of at least 3 years in customer facing roles working with a large book of customer across various lifecycle stages, in a SaaS environment
- Have used data driven triggers to create repeatable playbooks for your customers
- Experience being a relationship and business builder with a proven track record of doing this with external and internal parties
- 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
- You can prioritize your workload and ask for help when needed
- 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
- You’re confident presenting new ideas and challenging the status quo
- Second European language spoken (preferably French or Spanish)
What the job involves
- The Portfolio Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSM works with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates
- As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!
- As an early hire in this role, you’ll be innovative, collaborative and agile in your approach - helping the team build a world-class Portfolio Customer Success program
- Using experimentation, data, and technology you will help develop repeatable playbooks to drive business value across a broad set of customers; various size, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic way
- At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, active usage and engaged usage metrics
- Work with a variety of customers during critical achievements of the customer journey (Onboarding, Adoption, Risk Mitigation, Growth) to ensure their success
- Through experimentation, identify and build strategies and repeatable playbooks to retain and grow Miro Customers by mitigating risk and increasing important metrics
- Rely on data analytics and triggers like product usage dashboards, account health triggers, digital strategy alerts, and account indicators to know what accounts to prioritize
- Be a Miro expert, providing customers with the thought leadership they need to drive success with Miro through relevant engagements
- Keep account information up to date and organized, ensure accurate reporting of CS engagements in Gainsight
- Advocate for the voice of the customer internally at Miro, identifying customer trends and providing internal feedback on how Miro can better serve our customers
- Facilitate workshops and enablement across a broad group of customers and topics
Salary benchmarks
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
Company
Funding (last 2 of 4 rounds)
Jan 2022
$400m
SERIES C
Apr 2020
$50m
SERIES B
Total funding: $476.8m
Company benefits
- Competitive equity package
- Medical insurance coverage
- Travel allowance for your commute
- Lunch, snacks and drinks provided
- Allowance to facilitate remote working during WFH period
- Weekly team activities (even virtually) to keep the spirits high
- Opportunity to work for a truly global team
- Inspiring workplace in the heart of the city
Company values
- Play as a team to win the world - We work, learn, and celebrate in collaboration rather than alone.
- Focus on impact and make it happen - We dream big, prioritize outcomes that matter most, and own our commitments.
- Learn, grow and Drive change - We reflect openly on our successes and failures and apply learnings for our work, team, and self-development.
- Practice empathy to gain insight - We look from the perspectives of customers, users, and each other, to deepen understanding.
Company HQ
The East Cut, San Francisco, CA
Articles
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.
Diversity, Equity & Inclusion at Miro
Isabelle Kappetein (Diversity and Inclusion Specialist )
- We are very proud of our 12 Employee Resource Groups. These Mironeer-led spaces help foster a diverse, inclusive workplace, that’s aligned with our values and our collaborative mindsets. With over 100 nationalities represented working from 12 hubs in 8 different countries, our global community flows beyond borders.
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