Portfolio Customer Success Lead, Miro
+ Equity
2-5 days a week in office
Visual workspace for innovation.
Open for applications
Visual workspace for innovation.
1001+ employees
Open for applications
+ 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
- 3+ years of experience people managing customer-facing teams in a SaaS environment
- 3+ years working with a scaled, pooled, or large book of customers across various lifecycle stages
- Strong operational discipline with an analytical, data-based, and process-oriented mindset and approach
- Ability to coach, mentor, and guide team members toward the highest results
- Adaptable, creative, and innovative in your outreach to customers and team
- Experience being a relationship and business builder with a proven track record of doing this with customers and internal groups
- Excellent communication skills along with an ability to work cross-functionally
What the job involves
- The Portfolio Customer Success Management team (CSM) is part of the Customer Experience organization, 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
- This team is highly collaborative and works together to find creative solutions to engage our customers
- 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 leader of the Portfolio CSM team in EMEA, you will mentor, develop, hire, onboard, and monitor a group of Portfolio CSMs
- The EMEA Portfolio customer base represents a market that is growing steadily that needs a relationship-building, empathetic CSM lead in-region
- You will guide your team's efforts in developing data-driven proactive motions to reach our customers at the right time and achieve high-touch engagements at scale
- This includes people managing the team, ensuring the team hits their KPIs, working on cross-functional projects, aiding in customer executive partnerships, and helping to develop new plays
- This lead must be collaborative with a strong ability to work in a global group setting to provide feedback and ideas, and to challenge the status quo
- While striving to achieve our goals, we also prioritize maintaining a collaborative, creative, and well-balanced culture
- People manage a team of high-performing EMEA Portfolio CSMs who manage customers across a variety of industries and sizes
- Guide, mentor, and advise your team in managing strategic customer interactions and projects including renewals, maturity models, and workflow consultations
- Work across geographies and achieve global team KPIs. Targets are determined each quarter around gross retention and monthly active usage
- Be responsible for various playbooks to find successful, repeatable plays for our customers. Effectively manage these projects that will improve internal processes and/or impact our customers' experience
- Partner cross-functionally to align on the customer journey and ensure communication between teams (sales, renewals, data, ops, marketing, product, etc)
- Build executive relationships with customers and handle any escalations
- Work with Customer Success leadership to drive feedback
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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