At a Glance
- Tasks: Drive customer success by managing a diverse portfolio and enhancing user engagement.
- Company: Join an innovative AI-powered company transforming modern work with Miro.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous learning and innovation.
- Why this job: Make a real impact by helping customers maximise their use of cutting-edge technology.
- Qualifications: Strong communication skills, AI fluency, and experience in customer engagement.
The predicted salary is between 50000 - 60000 € per year.
The Shared Success Customer Success Management (CSM) team is part of the broader Customer Experience organization, which includes Renewals, Customer Education, and Support. CSMs operate within a pooled, scale-focused model designed to support a large and growing customer portfolio through an always-on digital approach, complemented by 1-to-many engagements and signal-driven prioritization. This ensures human engagement is focused where it drives the greatest impact.
The role blends time-bound ownership of a defined set of customers with shared, signal-based success motions across the broader portfolio. We are an AI-powered strategic growth engine, partnering with customers to realise the full impact of Miro as an AI-driven operating system for modern work. The team collaborates with customers to accelerate innovation, strengthen collaboration, and enable new ways of working. By leveraging product insights, lifecycle signals, and scalable engagement strategies, Shared Success CSMs drive measurable outcomes in retention, adoption, and expansion across a global and diverse customer base.
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 prioritisation, 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 realise value from Miro. Success in this role requires curiosity, ownership, strong organisation, 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.
What you’ll do:
- 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 prioritise 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.
Customer Success Manager, Shared Success in London employer: Miro Group
At Miro, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our Customer Success Managers enjoy a dynamic work environment where they can thrive as self-starters, with ample opportunities for professional growth and development. With a focus on leveraging AI-driven insights to enhance customer experiences, our team is dedicated to making a meaningful impact while enjoying the benefits of a supportive and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, Shared Success in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can add value, so think about how your skills align with their goals.
✨Tip Number 3
Practice your pitch! You should be able to confidently explain who you are, what you do, and why you’re the perfect fit for the role. Keep it concise and engaging.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Success Manager, Shared Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with customer engagement, data analysis, and any relevant AI fluency. We want to see how you can bring value to our team!
Showcase Your Curiosity:In your application, let us know about your passion for learning and adapting in dynamic environments. Share examples of how you've tackled challenges or evolved your approach in previous roles. We love self-starters who thrive on innovation!
Highlight Collaboration Skills:Since this role involves working closely with various teams, emphasise your ability to partner with different stakeholders. Mention any experiences where you’ve collaborated with engineering, product, or design leaders to achieve common goals.
Engage with Our Mission:Demonstrate your understanding of Miro and our mission in your application. Show us how you can help customers realise the full impact of our platform. We’re looking for candidates who are genuinely excited about driving customer success!
How to prepare for a job interview at Miro Group
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success management. Understand how to drive adoption, retention, and expansion, as these are key aspects of the role. Be ready to discuss how you’ve used data and insights to improve customer outcomes in your previous roles.
✨Show Off Your AI Fluency
Since this role requires strong AI fluency, make sure you can confidently discuss how you've leveraged AI tools in past experiences. Prepare examples of how you’ve used technology to enhance customer engagement or streamline processes, as this will demonstrate your ability to adapt to modern work environments.
✨Engagement Strategies Are Key
Think about specific strategies you’ve implemented to engage customers at different stages of their journey. Be prepared to share examples of how you’ve identified risks and opportunities using product signals and lifecycle insights, as this aligns perfectly with the expectations for the role.
✨Collaborate Like a Pro
This position involves working cross-functionally, so be ready to discuss your experience collaborating with teams like Sales, Product, and Support. Highlight any successful projects where you’ve shared customer insights or contributed to solutions that improved the overall customer experience.
