Customer Success Manager, Miro
Shared Success
2-5 days a week in office
Visual workspace for innovation
Posted today
Visual workspace for innovation
1001+ employees
Posted today
2-5 days a week in office
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
- 3+ years of experience in customer-facing roles within SaaS, fintech, technology, or consulting environments
- Demonstrated AI fluency, with the ability to leverage AI and automation to enhance customer engagement and scale impact
- Consultative mindset with experience in consulting a major plus, demonstrating the ability to guide customers through discovery, challenge assumptions, and align solutions to business outcomes
- Experience engaging with C-level stakeholders and partnering with engineering, product, and design leadership teams
- Strong organizational and prioritization skills, with the ability to manage multiple engagements in a fast-paced, signal-driven environment
- Comfort using data, product insights, and customer health indicators to inform decisions and drive targeted engagement
- A self-starter mindset with a high degree of ownership, curiosity to experiment, and the ability to take ideas from concept through execution and iteration
- Ability to quickly adapt and learn in a dynamic environment, pivoting based on new information, signals, and business needs
- Clear and confident communication skills, with the ability to engage customers across industries, roles, and levels of maturity
- Confidence contributing ideas, challenging the status quo, and influencing team discussions
- Experience with tools such as Gainsight, Salesforce, Slack, Gong, Gemini, Claude or other advanced AI technologies used for building new workflows is a plus
- Fluency in English and at least one additional language (Spanish, Dutch, or French) is a pls
- Bachelor’s degree required
What the job involves
- As a Customer Success Manager on the Shared Success team, you will help execute and evolve a modern approach to Customer Success at scale
- This role is designed for self-starters who thrive in dynamic environments and are quick to adapt, continuously learning and evolving as priorities shift
- You will balance direct customer engagement with signal-driven prioritization, managing a portfolio of customers while leveraging product signals, lifecycle triggers, and health indicators to determine when and how to engage
- Working alongside a global team, you will contribute to scalable programs, experiments, and playbooks that help thousands of customers realize value from Miro
- Success in this role requires curiosity, ownership, strong organization, and the ability to use data, technology, and emerging AI capabilities to drive meaningful customer outcomes
- Success in this role requires strong AI fluency, a consultative mindset, and the ability to engage confidently with stakeholders from individual users to C-level executives
- You bring experience partnering with engineering, product, and design leaders, and can translate business goals into actionable, value-driven outcomes using Miro
- Own outcomes across a portfolio of customers, with a focus on driving adoption, retention, and expansion
- Use product usage data, health signals, and lifecycle insights to proactively identify risks and opportunities, and prioritize engagement
- Engage customers at key moments in their journey, including onboarding, adoption, and renewal risk, to drive measurable business outcomes
- Execute and iterate on scalable programs and playbooks that accelerate activation, deepen adoption, and support long-term value realization
- Deliver targeted engagements as needed (e.g. workshops, Miro Days, and virtual sessions) for high-impact opportunities and risks within your portfolio
- Advise customers on best practices to embed Miro into core workflows and improve collaboration and innovation
- Partner cross-functionally with Sales, Product, Support, and Education by sharing customer insights, escalating friction points, and contributing to solutions that improve the customer experience
- Maintain accurate account data and documentation in Gainsight and internal systems to ensure visibility and continuity
- Contribute insights and patterns from your portfolio to help improve team programs, playbooks, and overall customer experience 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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