About the Team The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, 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 growing its Customer Success team, and we are looking for customer-focused individuals to join us! An Enterprise Customer Success Manager on our Enterprise Team has many responsibilities from onboarding customers and setting them up for success to deepening relationships with our existing customers and increasing the value they get from our services. Your role will impact our customers immensely because you will help them realize their visual collaboration objectives through the use of Miro's platform. You will understand our customer’s needs and proactively help identify ways in which they can interact with Miro to increase their productivity and results. What you’ll do Manage a portfolio of Enterprise customers 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 Identify, track, and improve the health status of each of your customers Make sure that customers get maximum value from Miro and give them insight into this through high-touch engagements Develop best practices for customer growth/renewal to ensure ongoing customer success, thereby driving customer growth and retention Be the voice of the customer back into our organization Collaborate with your sales colleagues on creating accounts' plans and delivering QBRs What you’ll need 5 years experience in Customer Success or other B2B customer facing roles, working with Enterprise customers (5K employees or >250 users) Consistent track record of handling portfolios of 30-50 Enterprise accounts Ability to recognize and maximize business value as well as internal opportunities Ability to strategically prioritize your book of business 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 Strong verbal and written communication skills Excellent listening skills, customer-centric mentality and empathy towards users and customers Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment Willing and able to travel abroad regularly What's in it for you Competitive equity package Private health insurance program Salary continuance insurance and Life insurance coverage Free lunches on in-hub days with fully stocked snacks and drinks 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
