Professional Services Lead
Department: Customer Experience
Locations: Tokyo
Job Requisition ID: JR001305
About the Team
Miro’s Professional Services organisation enables enterprise customers to adopt, scale, and innovate on Miro’s Innovation Workspace. Services span subscription-based programs (MOST) as well as one-time Implementation, Advisory, and Technical Account Management engagements.
Japan is a fast-growing, high-touch market where customers expect precision, trust, and deep partnership. Local leadership, cultural fluency, and strong cross-functional alignment are critical to success.
About the Role
The Senior Manager, Professional Services Delivery – Japan is the senior Professional Services leader for the Japan region, responsible for all PS delivery motions, including MOST, Implementation, Advisory, and Technical Account Management (TAM).
This role leads Innovation Architects, Technical Architects, AI Technical Architects, Implementation Consultants, and Technical Account Managers. The role operates with high autonomy and is accountable for evolving global programs to reflect Japanese market expectations, cultural nuance, and regional growth needs.
This leader is a key contributor to global Professional Services outcomes and serves as the primary escalation and decision authority for Japan.
Key Responsibilities
People Leadership & Talent Development
- Directly manage Innovation Architects, Technical Architects, AI Technical Architects, Implementation Consultants, and Technical Account Managers
- Set high standards for professionalism, preparation, and customer engagement
- Coach senior practitioners to operate as trusted advisors to enterprise customers
- Partner with People leadership on hiring, performance management, and succession planning
- Build a strong local leadership bench aligned with global standards
Strategic & Operational Responsibilities
- Own regional capacity planning and delivery readiness
- Support global revenue outcomes through delivery excellence that reinforces renewals and expansion
- Identify where global programs require regional adaptation and drive thoughtful evolution
- Contribute Japan-specific insights to global Professional Services strategy
Cross-Functional Collaboration
- Partner deeply with Sales and Customer Success to support growth, renewals, and customer confidence
- Collaborate with Product teams to represent Japanese customer needs and adoption patterns
- Coordinate with partners where appropriate while maintaining strict quality standards
What Success Looks Like in the First 6–12 Months
- Trusted, stable delivery motion across Japan with strong customer feedback
- A high-performing, engaged local team with clear standards and growth paths
- Effective adaptation of global programs to regional realities
- Strong alignment with Sales and Customer Success leadership
- Tangible contribution to global Professional Services revenue performance
Required Experience & Skills
- 8+ years in Professional Services, Consulting, or Enterprise SaaS roles
- Proven experience leading senior practitioners in a customer-facing environment
- Strong delivery governance, prioritisation, and escalation management skills
- Ability to operate autonomously in ambiguous, fast-changing environments
- Fluency in both English and Japanese (written and spoken)
Preferred Experience
- Experience leading Professional Services teams in Japan
- Familiarity with high-touch, relationship-driven enterprise delivery models
- Experience adapting global programs to local market needs
- An AI-first mindset, with a track record of using AI to drive delivery excellence, efficiency, or innovation
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 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 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.