На платформу для совместной работы распределенных команд Miro ищут Head of Customer Success (ROE).
About Miro:
Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies.
About the team:
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSM works with Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates.
About the role:
Miro is looking to hire a Customer Success Lead to be responsible for growing Enterprise customer base in Europe. In this role you will build, coach, and manage a team of Customer Success Managers. Furthermore, you will work closely with the regional Sales leaders and other cross-functional partners to improve processes, drive adoption and retention.
What you’ll do:
- Build, coach and mentor a team of Customer Success Managers
- Partner with the Sales Leader and other functions to improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion, in particular
- Drive the team towards Key Performance Indicators
- Mentor the team to maintain account hygiene, health, and indicators
- Participate in revenue and health forecasting
- Partner with stakeholders to define and deliver on a best-in-class customer experience
- Personally work with largest customers (10K+ employee size) to establish executive relationships
- Participate in formulating key strategic decisions as a part of the CS leadership team
What you’ll need:
- 5+ years experience in Strategic or Enterprise (High Touch) Customer Success with a consistent track record of meeting targets
- 2+ years as a Lead/Manager of Customer Success at high-growth B2B SaaS company
- Strong foundation in the Customer Success norms, processes, and KPIs
- Excellent communication skills, ability to build relationships and work cross-functionally
- Background of hiring, training, and enabling CSMs with strong performance management skills
- Excellent ability to identify and resolve problems in CS processes
- Solid understanding of Enterprise SaaS applications and collaboration technology
- Comfortable and willing to be a hands-on contributor
What's in it for you:
- Stock Option Grant
- Medical Insurance coverage
- Travel allowance for your commute
- Lunch, snacks and drinks provided when back in the office
- Allowance to facilitate remote working during WFH period
- Weekly team activities (even virtually) to keep the spirits high
- Opportunity to work for a globally diverse team
- Inspiring workplace in the heart of Amsterdam