Strategic Customer Success Manager, Nordics
Customer Experience, London, UK
About the Team
Miro’s Customer Experience includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education. All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits on our Strategic Customer Success team for the Nordics region. Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams. Learn more here.
About the Role
Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team! A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro. In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio. You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts. You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.
What you’ll do
- Be responsible for a portfolio of up to 15-20 Enterprise customers
- Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomes
- Ensure product adoption by onboarding new customers and new teams working closely with the Onboarding Consultants team
- Reassure that customers get maximum value from Miro and give them insight into this through high-touch engagements
- Perform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, JSPs, QBRs, frequent C-level meetings, etc)
- Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement)
- Identify, track, and improve the health status of each of your customers
- Develop best practices for customer growth/renewal to ensure ongoing customer success
- Partner with our sales and renewals teams to help maintain and grow our partnerships
- Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio
What you’ll need
- 3+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts
- 2+ years experience in a B2B or B2B2C SaaS company or high curiosity about the SaaS space
- Experience with enterprise accounts (large multinational organizations with more than 10K employees)
- Consistent track record of handling small but strategic portfolios of large Enterprise Accounts
- Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
- Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side
- Strong written and verbal communication skills
- Excellent listening skills, customer-centric mentality and empathy towards users and customers
- Ability to recognize & increase business value as well as internal opportunities
- Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment
- Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
- Fluency in English and one or more of the Nordic languages (Swedish, Danish or Norwegian)
What's in it for you
- Competitive equity package
- Health insurance for you and your family
- Corporate pension plan
- 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 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:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
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.
Prepare yourself to go beyond
Here are some helpful tips to ensure you have all the correct information throughout our hiring process.
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.