Portfolio Customer Success Manager, Miro
DACH
+ Competitive equity package
2-5 days a week in office
Visual workspace for innovation.
Job no longer available
Visual workspace for innovation.
1001+ employees
Job no longer available
+ Competitive equity package
2-5 days a week in office
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 with experience working at a SaaS or Fintech organization
- 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
- Ability to handle multiple customer engagements simultaneously
- You can prioritize your workload and ask for help when needed
- You are a creative self-starter who understands customers, their use cases, and how to be a trusted partner
- You are confident presenting new ideas and challenging the status quo
- Fluency in German and English
- Dutch language skills is a plus
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
- CSMs on this team work in a pooled model with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention, active usage and expansion rates
- This team is highly collaborative and works together to find creative solutions to engage our customers at-scale
- The team is composed of members all over the globe with diverse skills, backgrounds, and experiences which leads to innovative ideas and solutions
- As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!
- You’ll be innovative, collaborative, and agile in your approach - helping the team to build a world-class Portfolio Customer Success program
- Using experimentation, data, and technology you will help develop the repeatable playbooks to drive business value across a broad set of customers: various sizes, industries, segments, and geography
- In short, you’ll build Customer Success in a programmatic way whilst engaging with many customers in parallel
- At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, active usage and engaged usage metrics
- Your efforts will drive success throughout the EMEA book of business
- 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, ensuring 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
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
- Medical Insurance coverage
- Being in a collaborative workspace with passionate, driven colleagues
- Working with some of the most creative high-tech talent
- Learning outstanding sales skills that will take your career to another level
- Being part of a culture of learning & development for professional growth
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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