Austin, TX

Program Manager, Digital Risk Mitigation Programs

About the Role

The Program Manager, Digital Risk Mitigation Programs will join our fast growing global Digital Customer Success team to help Miro serve our customers in a scaled way. They will be part of a team that defines, plans, and executes Miro’s digital-first Customer Success Strategy building programs that ensure outstanding customer experiences, satisfaction, and high retention rates. They will partner closely with teams like analytics, renewals, marketing, product, and customer success to build a cohesive risk mitigation strategy for our rapidly growing customer base. You will be an integral part of defining Miro's future and transform the way we engage with our customers with the goal to improve gross retention, license activation and adoption of targeted accounts. This role will require strong analytical skills, critical thinking, collaboration, and the aim to get things done.

About the Team

The Global Digital Customer Success team at Miro sets and implements Miro’s digital-first engagement strategy to help our customers not only see, but realize the value of visual collaboration with Miro at scale. This is not an easy task which is why we work hard to collaborate across teams and support one another to improve our customer’s journey and the value they receive from using our products. Digital Success is a key priority for our business and being part of this fast growing, innovative, and goal oriented team will get broad visibility and provide a phenomenal opportunity to grow.

What you’ll do

  • Advise our current health score to fit the purpose of digital mitigation programs.
  • Define risk measures and actionable triggers.
  • Design, build, and maintain digital first risk mitigation programs leveraging marketing tools like Gainsight Journey Orchestrator
  • Establishing a pooled resource model that focus on mitigation of churn when digital programs reached their limits
  • Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.
  • Assess, prioritize, and innovate new programs to reduce risk by ensuring customers are realizing value from our platform
  • Measure and report on program performance and business impact.

What you’ll need

  • 3+ years of experience in Customer Experience, Customer Success, or Engagement Marketing in B2B SaaS companies
  • 2+ years of experience building digital first, multi-channel risk mitigation programs with a consistent record of improved adoption and customer retention
  • Experience establishing pooled resource models within Customer Experience, Customer Success, or Support
  • Expertise identifying trends through data analysis and turning insights into actionable outcomes
  • Excellent communication skills (verbal and written) with an ability to communicate at all levels, escalate program issues, and mitigate project risks
  • Experience in working with customer engagement tools like Gainsight Journey Orchestrator, Marketing Cloud, Eloqua or others
  • Consistent track record of designing compelling and impactful customer engagements

What’s in it for you

  • We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About Miro

Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies. Miro is trusted by Dell, Cisco, Deloitte, Okta, Shopify, and many more global companies of all sizes.

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.

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