Senior Strategic Customer Success Manager, Miro
Visual workspace for innovation.
Be an early applicant
Visual workspace for innovation.
1001+ employees
Be an early applicant
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- 6+ years of experience in Customer Success roles, with at least 2 years handling large, sophisticated enterprise accounts
- Experience working in the SaaS, Fintech or Management Consulting industry
- Experience managing Fortune 100 and/ or Fortune 500 customers in your CSM role
- Experience managing customers with 10.000+ employees in your CSM role
- Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly
- Proven ability to thrive in a fast-paced, constantly evolving, high-growth environment as a quick and highly adaptable learner
- Proactive, self-motivated approach with strong time management and organizational skills
- Proficiency in project management methodologies is a plus
- Experience with collaboration tools like Miro and customer success platforms like Gainsight is advantageous
- Willingness to travel as needed
What the job involves
- A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro
- In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio
- You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts
- You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro
- Manage a portfolio of up to 10 Enterprise customers, ensuring high retention and engagement metrics
- You will be part of our Strat segment which includes our largest customers (10K employees and above)
- Collaborate with sales and renewals teams to maintain and expand customer relationships
- Conduct workflow consulting engagements to optimize customers' business processes using Miro's platform
- Build value assessments documenting customer workflows and quantifying ROI delivered
- Develop strong partnerships with key stakeholders, including power users, admins, and executives
- Leverage tools like Gainsight, Outreach, and Looker to efficiently manage and prioritize customer portfolio
- Drive internal initiatives to continuously improve and shape Miro's Customer Success program
- This is an individual contributor role
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
- 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 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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