Enterprise Customer Success Manager

About the Team

The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, Professional Services 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

• Be responsible for a portfolio of up to 25 Large 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
• 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, Success Plans 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

• 4+ 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
• Experience with enterprise accounts (large multinational organizations with more than 5K 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

What's in it for you

• Competitive equity package
• 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