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
- 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
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.
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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!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
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Skills Required
- 5+ years of management experience leading high-touch Customer Success or core account management teams at a high-growth B2B SaaS organization
- 2 years of consulting experience
- Fluency in German
- Experience hiring, training, enabling, and coaching Customer Success Managers, including consultative advising and selling
- Strong understanding of Customer Success norms, processes, and KPIs
- Excellent communication skills and ability to establish executive-level relationships and work cross-functionally
- Ability to identify and resolve problems in a fast-paced environment
- Understanding of AI transformation, enterprise SaaS applications, and collaboration technology
- Comfort working as a hands-on contributor
- Analytical approach with ability to turn data into strategy and execution
Miro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Miro and has not been reviewed or approved by Miro.
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Healthcare Strength — Healthcare includes comprehensive medical, dental, and vision coverage with HSA‑eligible options and mental health support, strengthening the perceived value of the U.S. package.
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Parental & Family Support — Parental leave is generous and was recently expanded for both parents in the U.S., adding meaningful family support alongside other time‑off programs.
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Equity Value & Accessibility — Equity is positioned as a company‑wide component (RSUs for all employees with initial grants and potential refreshers), enhancing total compensation beyond base pay.
Miro Insights
What We Do
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 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world. At Miro, we are a team of nearly 1800 dreamers, thinkers, builders, storytellers, and designers from all over the world. That scale is one of our strengths, along with the intentionality behind our values. We champion one another to win the world. We lead with empathy and understanding to keep ourselves humble and our product human. We dream big, aim high, and let our failures inform our future successes. If you want to become a part of our team, keep reading to learn more about who we are and who you can become, with us.
Why Work With Us
We don't joke about our values. Everything we do, from how we hire talent, promote employees, and celebrate our people is informed by our values. Our values shape what we stand for, and what we stand against: - Play as a team to win the world - Focus on impact and make it happen - Learn, grow, and drive change - Practice empathy to gain insight
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