Enterprise Customer Success Manager

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 Enterprise Customer Success team for France. 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

We are looking for empathetic, customer-centric individuals to join our team!  An Enterprise 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

• Manage a portfolio of 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
• Identify, track, and improve the health status of each of your customers
• Make sure that customers get maximum value from Miro and give them insight into this through high-touch engagements
• Develop best practices for customer growth/renewal to ensure ongoing customer success, thereby driving customer growth and retention
• Be the voice of the customer back into our organization
• Collaborate with your sales colleagues on creating accounts' plans and delivering QBRs

What you’ll need

• 3+ years experience in Customer Success or other B2B customer facing roles, working with Enterprise customers (>5K employees or >500 users)
• Consistent track record of handling portfolios of 30-50 Enterprise accounts
• Ability to recognize and maximize business value as well as internal opportunities
• Ability to strategically prioritize your book of business
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space
• Strong verbal and written communication skills
• Excellent listening skills, customer-centric mentality and empathy towards users and customers
• Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment
• Willing and able to travel abroad regularly
• Fluency in both English and French

What's in it for you

• Competitive equity package
• 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