Customer Success Manager, Shared Success

Department: Customer Experience

Locations: London

Job Requisition ID: JR001786

About the Team

The Shared Success Customer Success Management (CSM) team is part of the broader Customer Experience organization, which includes Renewals, Customer Education,and Support. CSMs operate within a pooled, scale-focused model designed to support a large and growing customer portfolio through an always-on digital approach, complemented by 1-to-many engagements and signal-driven prioritization. This ensures human engagement is focused where it drives the greatest impact. The role blends time-bound ownership of a defined set of customers with shared, signal-based success motions across the broader portfolio.
 
We are an AI-powered strategic growth engine, partnering with customers to realize the full impact of Miro as an AI-driven operating system for modern work. The team collaborates with customers to accelerate innovation, strengthen collaboration, and enable new ways of working. By leveraging product insights, lifecycle signals, and scalable engagement strategies, Shared Success CSMs drive measurable outcomes in retention, adoption, and expansion across a global and diverse customer base.

About the Role

As a Customer Success Manager on the Shared Success team, you will help execute and evolve a modern approach to Customer Success at scale.
 
This role is designed for self-starters who thrive in dynamic environments and are quick to adapt, continuously learning and evolving as priorities shift. You will balance direct customer engagement with signal-driven prioritization, managing a portfolio of customers while leveraging product signals, lifecycle triggers, and health indicators to determine when and how to engage.
 
Working alongside a global team, you will contribute to scalable programs, experiments, and playbooks that help thousands of customers realize value from Miro. Success in this role requires curiosity, ownership, strong organization, and the ability to use data, technology, and emerging AI capabilities to drive meaningful customer outcomes.
 
Success in this role requires strong AI fluency, a consultative mindset, and the ability to engage confidently with stakeholders from individual users to C-level executives. You bring experience partnering with engineering, product, and design leaders, and can translate business goals into actionable, value-driven outcomes using Miro.

What you’ll do

  • Own outcomes across a portfolio of customers, with a focus on driving adoption, retention, and expansion
  • Use product usage data, health signals, and lifecycle insights to proactively identify risks and opportunities, and prioritize engagement
  • Engage customers at key moments in their journey, including onboarding, adoption, and renewal risk, to drive measurable business outcomes
  • Execute and iterate on scalable programs and playbooks that accelerate activation, deepen adoption, and support long-term value realization
  • Deliver targeted engagements as needed (e.g. workshops, Miro Days, and virtual sessions) for high-impact opportunities and risks within your portfolio
  • Advise customers on best practices to embed Miro into core workflows and improve collaboration and innovation
  • Partner cross-functionally with Sales, Product, Support, and Education by sharing customer insights, escalating friction points, and contributing to solutions that improve the customer experience
  • Maintain accurate account data and documentation in Gainsight and internal systems to ensure visibility and continuity
  • Contribute insights and patterns from your portfolio to help improve team programs, playbooks, and overall customer experience at scale

What you’ll need

  • 3+ years of experience in customer-facing roles within SaaS, fintech, technology, or consulting environments
  • Demonstrated AI fluency, with the ability to leverage AI and automation to enhance customer engagement and scale impact
  • Consultative mindset with experience in consulting a major plus, demonstrating the ability to guide customers through discovery, challenge assumptions, and align solutions to business outcomes
  • Experience engaging with C-level stakeholders and partnering with engineering, product, and design leadership teams
  • Strong organizational and prioritization skills, with the ability to manage multiple engagements in a fast-paced, signal-driven environment
  • Comfort using data, product insights, and customer health indicators to inform decisions and drive targeted engagement
  • A self-starter mindset with a high degree of ownership, curiosity to experiment, and the ability to take ideas from concept through execution and iteration
  • Ability to quickly adapt and learn in a dynamic environment, pivoting based on new information, signals, and business needs
  • Clear and confident communication skills, with the ability to engage customers across industries, roles, and levels of maturity
  • Confidence contributing ideas, challenging the status quo, and influencing team discussions 
  • Experience with tools such as Gainsight, Salesforce, Slack, Gong, Gemini, Claude or other advanced AI technologies used for building new workflows is a plus
  • Fluency in English and at least one additional language (Spanish, Dutch, or French) is a pls
  • Bachelor’s degree required

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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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: 

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. 

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