Head of Customer Success

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

What you’ll need

• 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

What's in it for you

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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About Miro

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: 

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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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How we hire

• 01. Recruiter Screen

  A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

• 02. Hiring Manager

  The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

• 03. Skill Assesment

  An interactive presentation to see your skills in action, based around a particular case study or business problem.

• 04. Meet the Team

  Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

• 05. Leadership Round

  Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.