Vice President of Customer Success

Responsibilities

• The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSMs work with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates
• Miro is looking to hire a strategic Global Customer Success Leader to be responsible for building, coaching, and leading an amazing team of Customer Success managers and CSMs
• Furthermore, you will partner closely with our regional Sales leaders and Professional Services leaders and other cross-functional partners to drive regional strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention
• Build, coach and lead the Americas and Japan/Apac Customer Success teams
• Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
• Drive the team to hit Key Performance Indicators
• Mentor the team to maintain account hygiene, health, and indicators
• Participate in revenue and health forecasting
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Personally work with our largest customers (10K+ employee size) to establish executive relationships
• Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
• As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture

• Solid understanding of AI, Enterprise SaaS applications and collaboration technology
• 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
• Experience driving professional services to deepen customer relationships and accelerate their time to value
• Excellent communication skills, ability to build relationships and work cross-functionally
• Strong foundation in the Customer Success norms, processes, and KPIs
• Have successfully lead Director level leaders in the past
• Experience in working with Digital Customer Success and/or Marketing to drive CS at scale
• Excellent ability to identify and resolve problems in CS processes
• 7+years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
• Background of hiring, training, and enabling CSMs with strong performance management skills