Strategic Customer Success Manager

Customer Experience, Tokyo, JP

About the Team

Miro is growing its Customer Success team and we are looking for customer-focused individuals to join us! A Customer Success Manager on our Strategic Team has many responsibilities from onboarding customers and setting them up for success to deepening relationships with our existing customers and increasing the value they get from our services. Each role at Miro is based at one of our physical hubs and we look for talent that want to be part of these local, collaborative communities. Mironeers work in a hybrid model, with 2 days a week in office culture as our baseline.

About the Role

Your role will impact our customers immensely because you will help them realise their visual collaboration objectives through the use of Miro's platform. You will understand our customer’s needs and proactively help identify ways in which they can interact with Miro to increase their productivity and results.

What you’ll do

  • Manage a portfolio of roughly 25 Strategic customers
  • Maximize customer retention metrics
  • Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcome through scaled engagements
  • Identify, track and improve the health status of each of your customers
  • Ensure product adoption by onboarding new customers and new teams
  • Make sure that customers get maximum value from Miro through training and enablement
  • Work closely with Account Managers to identify additional license opportunities.
  • Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success

What you’ll need

  • 5+ years of relevant work experience as a Customer Success Manager 
  • Proven track record of onboarding, retaining and expanding complex enterprise accounts
  • Salesforce, Excel, CS Systems (Gainsight, Client Success, etc.)
  • Enterprise Relationship Management
  • SSO, SAML, SCIM
  • Empathy in every stage of the customer journey
  • Strong interpersonal skills and experience in expanding customer relationships
  • Excellent presentation skills and the ability to facilitate business reviews 

What's in it for you

  • Competitive equity package
  • Wellbeing benefit and WFH equipment allowance
  • Group Personal Accident Insurance (業務災害総合保険) and Group Long-Term Disability Insurance (団体長期障害所得補償保険).
  • Reimbursement for the annual health check
  • Annual learning and development allowance to grow your skills and career
  • Company-sponsored English lessons
  • Travel allowance for your commute 

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 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 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!

Check out more about life at Miro: 

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.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

  • 02. Hiring Manager

    The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

Ready to go beyond?