Strategic Customer Success Manager

6 days ago

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

Miro Group is expanding its Customer Success organization, and we are seeking highly skilled professionals to join our team as a Strategic Customer Success Manager. This role is a key part of our Customer Success team, responsible for ensuring our customers achieve maximum value from our platform.

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 in our product, using this knowledge to effectively guide customers towards their desired outcomes.
  • Ensure product adoption by onboarding new customers and new teams, working closely with our Onboarding Consultants team.
  • Reassure customers get maximum value from our platform through high-touch engagements, including regular meetings and quarterly business reviews.
  • Perform ongoing customer engagements to demonstrate value and track business outcomes, using industry-leading tools like Gainsight and Outreach.
  • 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.
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 more than 10K employees.
  • Consistent track record of handling small but strategic portfolios of large Enterprise Accounts.
  • Experience working cross-functionally daily, connecting users with internal teams.
  • Strong experience interacting with decision makers of all levels and various departments, establishing credibility with key decision makers.
  • Strong written and verbal communication skills, excellent listening skills, and customer-centric mentality.
  • Ability to recognize and increase business value, as well as internal opportunities.
  • Quick learner, able to collaborate in a constantly evolving scale-up environment.
  • Proactive and collaborative mentality, excellent time management skills, and ability to handle multiple accounts and assignments simultaneously.
  • 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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