At a Glance
- Tasks: Lead and coach a dynamic team of Customer Success Managers in the DACH region.
- Company: Join Miro, a high-growth B2B SaaS company focused on customer success.
- Benefits: Enjoy equity, wellbeing benefits, WFH equipment allowance, and learning stipends.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make a real impact by driving customer satisfaction and innovation in a collaborative environment.
- Qualifications: 5+ years in management, fluent in German, and strong understanding of Customer Success.
About the Team
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals 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.
About the Role
Miro is looking to hire a Head of CSM for DACH. In this role you will lead and coach a team of highly experienced Customer Success Managers and you will report to the Head of Customer Success EMEA. Next to managing this team, you will work closely with the regional Sales leaders and other cross‑functional partners to improve our processes, and to drive adoption, retention and customer expansion.
What you’ll do
- Coach and lead the team of CSMs serving our DACH customers
- Partner with primarily sales and other customer experience teams to help improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion
- Manage the team to maintain hygiene in account data, health, and other important indicators
- Own your team’s revenue and health forecasting
- You will build and maintain executive relationships for selected accounts in your team’s portfolio
- Continuously help innovate via AI transformation and improve processes, practices and assets to deliver consistently better customer success in a scaling business
What you’ll need
- 5+ years of management experience leading High Touch Customer Success or other core account management teams at a high‑growth B2B SaaS organization
- 2 years in Consulting
- Fluent in German a must
- Hiring, training, and enabling CSMs, coaching especially on consultative advising and selling
- A solid understanding and great foundation in Customer Success norms, processes, and KPIs
- Excellent communication skills, ability to establish relationships at exec level and work cross‑functionally
- Excellent ability to identify and resolve problems in fast pace environment
- Good understanding of AI transformation, Enterprise SaaS applications and collaboration technology
- Comfortable and willing to be a hands‑on contributor
- Analytical approach: analyse data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data
What’s in it for you
We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location‑specific benefits, please refer to our Global Miro benefits board.
Head of CS, DACH employer: Miro
At Miro, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to thrive. As a Staff Design Engineer in our innovative design systems team, you'll enjoy a wealth of growth opportunities, competitive benefits including equity and a wellbeing allowance, and the chance to collaborate with a diverse group of talented individuals dedicated to redefining how great work is done. Join us in a dynamic environment where your contributions will shape the future of design and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CS, DACH
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Miro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Miro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of CS, DACH
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Miro:Your cover letter is your chance to shine! Tell us why you want to work at Miro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Miro!
How to prepare for a job interview at Miro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
