The Miro Lifecycle and Education team architects and delivers scalable, digital-first customer experiences that accelerate value realization for all Miro users and customers. Operating across three strategic work streams—Journeys & Engagement, Educational Content & Programs, and User Onboarding & AI Acceleration—we drive onboarding, adoption, engagement, and expansion through best-in-class educational content and data-driven user journey orchestration. Guided by principles of objective-driven design, impact at scale, and customer-centric growth, this highly specialized team sits at the intersection of product, customer success, and revenue growth, directly influencing Miro's ability to deliver personalized experiences to millions of users globally. The leader joining this team will lead a high-impact organization that shapes the future of how Miro engages, educates, and grows its customer base.
About the RoleAs both strategic architect and execution leader, you will be accountable for building and scaling enablement and lifecycle management programs through specialized teams while maintaining direct oversight of tactical implementation. You will deliver exceptional digital-first, scaled, experiences for Miro's user and customer base via automation, educational content, and data-driven engagement strategies.
Strategic Leadership & Roadmap Ownership
- Own and drive the comprehensive roadmap and strategic approach for Lifecycle & Education Marketing
- Define long-term vision while maintaining hands-on involvement in execution planning and delivery
- Ensure strategic initiatives translate into measurable business outcomes across all customer segments
- Full accountability for the performance and results of the Lifecycle & Education Marketing function
- Actively guide and develop team managers to optimize their tactical execution plans
- Provide hands-on leadership in critical initiatives while empowering team managers to drive day-to-day operations
- Establish performance metrics and ensure consistent delivery against strategic objectives through effective team oversight
- Marketing Leadership Team: Serve as key member contributing to marketing strategy and go-to-market planning on the Marketing Leadership team
- Cross-functional Collaboration: Partner extensively with Customer Success, Sales, Campaigns, Digital teams, and Product via release practices for seamless integration of customer experience initiatives
- Technology Innovation: Champion adoption of automation and personalization technologies for meaningful engagements and intelligent triggers
- Senior Leadership Team Management: Lead three functions: Database Health & Omni-Channel Lifecycle Nurture, Customer Journey Strategy & Content, and Customer Channel Management & Optimization
- Customer data quality, segmentation analytics, and AI-driven lifecycle campaigns
- Channel analytics, A/B testing, and omnichannel experience optimization
- Database hygiene, behavioral tracking, and real-time engagement automation
- Personalized onboarding sequences and intelligent nurture tracks
- Digital channel strategy and engagement platform management with automation/personalization focus
- Advanced email automation, in-app messaging, and personalized outreach triggers based on health scoring models, risk identification, and predictive analytics supporting Sales/Customer Success retention and renewal strategies
- Customer journey mapping, content strategy, and educational program creation
- Academy program development, help center optimization, and scaled learning initiatives
- Futures: Utilize learning content to source training data showing how humans work through complex problems with focused, logical data sets for AI/ML applications
- Includes how to’s, custom and/or broad base webinars, and certification programs
- Aligns delivery based on Marketing Campaign strategy and Digital team execution for consistent messaging and coordinated timing
- Onboarding: Scalable programs reducing time-to-value across investment tiers (first 90 day focus)
- Adoption & Engagement: Health monitoring and engagement frameworks driving MAU (creator and capabilities) growth
- Renewal Support: Support Sales/Customer Success/Renewal strategies through trigger-based notifications and automated alerts
- Expansion: Data-driven identification of upsell/cross-sell opportunities and investment tier progression (PQA and new product upgrades)
- Digital Coverage: 100% digital coverage with personalized experiences at scale
- Architect differentiated programs across investment levels (User, Team Lead, Team, Organization across Miro investment levels)
- Scalable engagement models through intelligent automation and AI-driven personalization
- Sophisticated journey mapping with automated triggers and measurable outcomes per tier
- Product Qualified Account development through behavioral analytics and targeted interventions
- 7-10 years Customer Experience/Success/Marketing experience with 3-5 years leading teams (15+ members)
- Proven track record building scalable programs serving 1,000+ accounts
- SaaS/subscription experience with database, content, and channel team leadership
- Cross-functional coordination experience within marketing or customer success organizations
- Platform Proficiencies: Customer Success platforms, marketing automation, BI tools (Gainsight, HubSpot, Marketo, Looker, etc)
- Automation Leadership: AI-driven personalization engines, ML-powered triggers, intelligent orchestration
- Training Data Analytics: Experience structuring learning content for high-quality training data capturing human problem-solving methodologies
- Data-driven decision making: Strong predictive modeling, segmentation, and automated decision-making capabilities
- Strategic vision aligning customer experience with marketing and customer success objectives
- Cross-functional integration skills with Customer Success, Sales, Marketing Campaigns, Digital teams, and Product practices
- Senior leadership communication for C-level audiences and external representation
- Operational excellence driving complex initiatives across marketing functions
- 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
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.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
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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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