Enterprise Customer Success Manager

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 in North America on the Enterprise Customer Success Team based out of our Los Angles, CA hub. 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. Learn more here.

About the Role

Miro is growing its Customer Success organization, and we are looking for customer-centric individuals! An Enterprise Customer Success Manager has many responsibilities - from crafting a rollout plan to establishing key relationships with both new and existing customers to co-creating a narrative around the value achieved with Miro.

You will impact our customers immensely by helping them outline their visual collaboration objectives through the creation of a joint success plan. This plan will serve as the foundation to drive value across their journey with Miro.

By building significant relationships with each Enterprise customer from their first day with Miro, you will understand our customer's needs and proactively identify ways in which they can interact with Miro to achieve their goals!

What you’ll do

You will be responsible for handling a book of between 25-35 Enterprise customers and your core areas of focus will include assuming ultimate responsibility around driving gross revenue retention, increasing license activation across this book of business via a high touch engagement model, and along the way finding potential areas of opportunity for growth. 

• Have a keen eye on ensuring retention and growing usage and adoption across your book
• Uncover key contacts willing to partner around understanding the customer’s business objectives and developing strategies to achieve those objectives via co-development of a success plan
• Drive Miro product adoption by collaborating with customers to understand their various lines of business and respective use case needs - work to devise an enablement plan
• Identify, improve, and lead all aspects of the health status of each of your customers
• Analyze data and use playbooks to drive both proactive and reactive engagements with the customer in the spirit of delivering impact to the customer journey
• Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes
• Participate in internal initiatives that inform the future of the Customer Success program at Miro

What you’ll need

• 3-5+ years working as either a consultant at a professional service organization or in a Customer Success role 
• Proven experience working with large enterprise customer customers, minimum 1 year
• Proven experience working with and influencing key decision makers (VP level and above decision makers)
• Demonstrable experience working on complex, cross-functional projects
• Experience working in a fast-paced environment and ability to adapt to change
• Willing and able to travel as needed
• Ability to work independently and prioritize tasks
• A proactive mentality and a general curiosity to seek to understand
• Visual Collaboration, Agile methodology, and Gainsight knowledge are a plus (not required)

What's in it for you

• 401k matching + Competitive equity package
• Excellent Medical, Dental and Vision health benefits
• Fertility & Family Forming Benefits
• Flexible time off
• 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
• Up to $2,000 of charitable donation matches each year

The reasonably estimated salary is specific to Los Angeles, CA and may not be applicable to other locations. The range for this role is between $108,000 - $167,000. Included in the total package is an equity component, this may also include variable compensation. Final compensation is based on factors such as the candidate's skills, qualifications, and experience.