Portfolio Customer Success Manager (DACH)

Miro Group; London; On-site; GBP 40,000 - 80,000

Job description

The Portfolio Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSMs on this team work in a pooled model with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention, active usage and expansion rates. This team is highly collaborative and works together to find creative solutions to engage our customers at-scale. The team is composed of members all over the globe with diverse skills, backgrounds, and experiences which leads to innovative ideas and solutions.

About the Role

As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!

You’ll be innovative, collaborative, and agile in your approach - helping the team to build a world-class Portfolio Customer Success program. Using experimentation, data, and technology you will help develop the repeatable playbooks to drive business value across a broad set of customers: various sizes, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic way whilst engaging with many customers in parallel.

At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, active usage and engaged usage metrics. Your efforts will drive success throughout the EMEA book of business.

What you’ll do

• Work with a variety of customers during critical achievements of the customer journey (Onboarding, Adoption, Risk Mitigation, Growth) to ensure their success
• Through experimentation, identify and build strategies and repeatable playbooks to retain and grow Miro Customers by mitigating risk and increasing important metrics
• Rely on data analytics and triggers like product usage dashboards, account health triggers, digital strategy alerts, and account indicators to know what accounts to prioritize
• Be a Miro expert, providing customers with the thought leadership they need to drive success with Miro through relevant engagements
• Keep account information up to date and organized, ensuring accurate reporting of CS engagements in Gainsight
• Advocate for the voice of the customer internally at Miro, identifying customer trends and providing internal feedback on how Miro can better serve our customers

What you’ll need

• Proven experience of at least 3 years in customer-facing roles with experience working at a SaaS or Fintech organization
• A love for experimenting and trying new ideas without fear of iterating and failing
• Experience and confidence in interacting with a variety of customers at different stages in their journey
• Ability to handle multiple customer engagements simultaneously
• You can prioritize your workload and ask for help when needed
• You are a creative self-starter who understands customers, their use cases, and how to be a trusted partner
• You are confident presenting new ideas and challenging the status quo
• Fluency in German and English
• Dutch language skills is a plus

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

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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 employees in 12 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!

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.