Customer Success Operations Manager
Revenue Operations, London, UK
About the Team
Miro’s Customer Success Strategy & Operations team sits within the broader Customer Experience Operations team, and collaborates closely with business partners in Customer Success and Digital Success in an embedded fashion. CX Ops is part of the Revenue Operations function, and provides dedicated support to each of the Customer Experience functions (Customer Success, Renewals, Scaled Customer Experience, Customer Education, Professional Services, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations.
About the Role
Miro is looking for an experienced Customer Success Strategy & Operations professional to join our growing team as a CS Strategy & Ops Manager to partner with our EMEA Customer Success team. You will be responsible for leading and managing a number of high priority CS-focused Strategic Projects end-to-end. You will serve as an Operational partner to CS leadership in defining objectives and strategy, implementing processes that scale, and measuring their impact.
What you’ll do
- Provide partnership to Customer Success leadership in support of their OKRs and highest priority initiatives
- Prioritize requests, projects and initiatives and serve as end-to-end owner for prioritized strategic projects
- Plan, execute, and oversee run-the-business initiatives such as territory planning, reporting & operational cadences, systems and data maintenance
- Implement programs that move the needle on the core CSM objectives & KPIs - adoption, utilization, customer value, retention, growth, efficiency
- Conduct and/or direct analyses to support strategic decision making, using own skills and Analytics resources
- Design, build, and QA workflows and programs in Gainsight to support EMEA CS org
- Design and implement reporting to measure effectiveness and impact of the business and programs
- Influence cross-functional teams’ roadmaps to ensure we are able to deliver against our own roadmap
- Coordinate enablement and change management to the Customer Success teams
What you’ll need
- 5+ yrs work experience, with 2+ in a CS Ops role (preferably in B2B SaaS)
- Previous experience as a Customer Success Manager a plus
- Sales/CSM Tool administration and/or reporting experience - Gainsight a must, SFDC a plus
- Strong analytical skills and an interest in working with data to support decisions and processes - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
- Experience or strong interest in managing Territory planning for a CS org a plus
- Project management experience leading large cross-functional projects end-to-end
- Ability to partner with leaders in Customer Success and Revenue Operations, serving in an advisory role and supporting strategic decision-making
- Ability to work independently and drive projects from start to finish in a fast paced environment
- Professional writing and communication skills for both customer and executive audiences
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.