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For Companies At a Glance
- Tasks: Empower customers to maximise their Miro experience and drive innovation.
- Company: Join a global team at Miro, a leader in visual collaboration.
- Benefits: Enjoy competitive equity, health insurance, and a supportive work environment.
- Why this job: Be the voice of the customer and make a real impact on their success.
- Qualifications: 5+ years in Customer Success or strategic consulting with enterprise accounts.
- Other info: Work in a diverse team that values collaboration and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About The Team
Miro’s Customer Experience includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education. All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits on our Northern Europe team on the Strategic Customer Success Team. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams.
About The Role
Miro is growing its Customer Success organization, and we are looking for empathetic, customer‑centric individuals to join our team! 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.
What You’ll Do
- Be responsible for a portfolio of some of our largest customers within the UKI region;
- Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomes;
- Ensure product adoption by onboarding new customers and new teams working closely with the Onboarding Consultants team;
- Make sure that customers get maximum value from Miro and give them insight into this through high‑touch engagements;
- Perform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, QBRs, frequent C‑level meetings, etc);
- Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement);
- Identify, track, and improve the health status of each of your customers;
- Develop best practices for customer growth/renewal to ensure ongoing customer success;
- Partner with our sales and renewals teams to help maintain and grow our partnerships;
- Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio.
What You’ll Need
- 5+ years in a Customer Success or other B2B client‑facing role, or in strategic consulting handling complex accounts;
- 2+ years experience in a B2B or B2B2C SaaS company as a CSM;
- Proven experience in a consulting firm with a strong track record of strategic problem solving in complex scenarios, client management, and cross‑functional project delivery is preferable;
- Experience with enterprise accounts (large multinational organizations with more than 10K employees);
- Consistent track record of handling small but strategic portfolios of large Enterprise Accounts;
- Experience in working cross‑functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc);
- Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side;
- Strong written and verbal communication skills;
- Excellent listening skills, customer‑centric mentality and empathy towards users and customers;
- Ability to recognize & increase business value as well as internal opportunities;
- Be a quick learner and have the ability to collaborate in a constantly evolving scale‑up environment;
- Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously;
- Experience or high curiosity about the SaaS space;
- Fluency in English.
What’s In It For You
- Competitive equity package;
- Health insurance for you and your family;
- Corporate pension plan;
- Lunch, snacks and drinks provided in the office;
- Wellbeing benefit and WFH equipment allowance;
- Annual learning and development allowance to grow your skills and career;
- Opportunity to work for a globally diverse team.
About Miro
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co‑headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world. We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day.
If this sounds like something that excites you, we want to hear from you!
Strategic Customer Success Manager employer: Miro
Contact Detail:
Miro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager
✨Tip Number 1
Get to know Miro inside out! Familiarise yourself with the platform and its features. This way, when you chat with potential employers, you can show off your knowledge and how you can help customers achieve their goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer success. Think about your past experiences and how they align with Miro's mission of empowering teams. Show them you're not just a fit for the role, but for the company too!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Strategic Customer Success Manager
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let your enthusiasm for customer success shine through! Share specific examples of how you've helped customers achieve their goals and how you can bring that same energy to Miro.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Strategic Customer Success Manager role. We want to see how your background fits into our mission of empowering customers!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and experiences, making it easy for us to see why you're a great fit for the team.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and you’ll get a feel for our culture while you’re at it!
How to prepare for a job interview at Miro
✨Know Your Miro Inside Out
Before the interview, dive deep into Miro's platform. Familiarise yourself with its features and how they can drive value for customers. This will not only show your enthusiasm but also help you discuss how you can leverage Miro to meet customer needs.
✨Showcase Your Customer-Centric Approach
Prepare examples from your past experiences where you've successfully nurtured customer relationships. Highlight how you’ve ensured clients achieve their desired outcomes and how you’ve acted as their advocate within your previous roles.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills in complex scenarios. Think of specific instances where you’ve had to navigate challenges with enterprise accounts and be ready to discuss your thought process and the outcomes.
✨Engage with Empathy
During the interview, demonstrate your empathetic approach. Listen actively to the interviewers and respond thoughtfully. Show that you understand the importance of being a strategic partner and how you can contribute to Miro’s mission of empowering customers.
