Customer Success Manager for Enterprise Accounts

1 month ago

London, Greater London, United Kingdom Miro Group Full time
About the Role

Miro is seeking a highly skilled Customer Success Manager to join our team in the DACH region. As a key member of our Strategic Customer Success team, you will be responsible for ensuring our enterprise customers realize the full value of our platform.

You will work closely with our customers to understand their business needs and develop strategic plans to drive adoption and growth. Your expertise will be essential in building strong relationships with key stakeholders, identifying opportunities for expansion, and delivering exceptional customer experiences.

Key Responsibilities
  • Manage a portfolio of up to 15-20 enterprise customers, providing strategic guidance and support to drive business outcomes.
  • Become a subject matter expert on Miro's platform, using your knowledge to effectively guide customers towards their desired outcomes.
  • Develop and maintain joint success plans, schedule and run quarterly executive business reviews, and act as the voice of the customer within Miro.
  • Engage with internal and external stakeholders to improve customer retention metrics, including activation, MAU, and engagement.
  • Identify, track, and improve the health status of each customer, developing best practices for customer growth and renewal.
  • Partner with our sales and renewals teams to maintain and grow our partnerships.
  • Utilize industry-leading tools like Gainsight, Outreach, and Looker to prioritize and manage your portfolio.
Requirements
  • 3+ years of experience in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts.
  • 2+ years of experience in a B2B or B2B2C SaaS company or high curiosity about the SaaS space.
  • Experience with enterprise accounts, including large multinational organizations with over 10,000 employees.
  • Consistent track record of handling small but strategic portfolios of large Enterprise Accounts.
  • Strong experience in interacting with decision-makers of all levels and various departments, establishing credibility with key decision-makers from the customer side.
  • Strong written and verbal communication skills, excellent listening skills, and a customer-centric mentality.
  • Ability to recognize and increase business value as well as internal opportunities.
  • Fluency in English and one or more of the Nordic languages (Swedish, Danish, or Norwegian).
What's in it for you
  • Competitive equity package.
  • Health insurance for you and your family.
  • 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.

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