Amsterdam, Netherlands

Program Manager, Digital End User Engagement

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.

About the role

The Program Manager, Digital Customer Success 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 and satisfaction. They will partner closely with teams like education, product, marketing, and customer success to build a cohesive experience for our rapidly growing customer base and are responsible for driving user engagement. In this role you will be an integral part of defining Miro's future and transform the way we engage with our end users, key personas with the goal to improve engagement, license activation and adoption of targeted accounts. This role will require creativity, strategic thinking, collaboration, and the aim to get things done.

What you’ll do

  • Set user engagement strategy and establish a program roadmap
  • Leverage product usage and user behavior data to build personalized, outcome based omni-channel engagements
  • Gain a deep understanding of our customers and the needs of end users using research, interviews and data analysis to improve customer experience
  • Collaborate and aligns cross-functionally to develop innovative and creative ways of engaging with our end users in order for them to achieve their expected business outcomes
  • Seek short term quick wins leveraging existing tools and in-app notification
  • Support implementation of a end user adoption platform
  • Identifies key moments for account personas and end users to design in app engagements along the customer lifecycle
  • Inform product roadmap for Education content
  • Measure and report on program performance and business impact

What you’ll need

  • 3+ years of experience in designing and implementing end user engagement programs in B2B SaaS companies
  • 2+ years of experience in customer experience, customer success, or product management.
  • Expertise identifying trends through data analysis and turning insights into actionable outcomes
  • Excellent communication skills (verbal and written) with the ability to communicate at all levels, escalate project issues, and mitigate risks
  • Expertise working with user adoption platforms like Pendo, Gainsight PX, WalkMe or others
  • Proven record of designing impactful and compelling omni-channel customer experiences

What's in it for you

  • Competitive Equity Package
  • Medical Insurance coverage
  • Travel allowance for your commute
  • Lunch, snacks and drinks provided
  • Allowance to facilitate remote working during WFH period
  • Weekly team activities (even virtually) to keep the spirits high
  • Opportunity to work for a truly global team
  • Inspiring workplace in the heart of Amsterdam

 

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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