Full-Time
Strategic Customer Success Manager
Customer Success
Posted on 9/18/2025
Miro
1,001-5,000 employees
Visual collaboration platform for distributed teams
No salary listed
London, UK
In Person
 Sales & Account Management |
|---|
- 5+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts
- 2+ years experience in a B2B or B2B2C SaaS company as a CSM
- Experience with enterprise accounts (large multinational organizations with more than 10K employees)
- Consistent track record of handling small but strategic portfolios of large Enterprise Accounts
- Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
- Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side
- Strong written and verbal communication skills
- Excellent listening skills, customer-centric mentality and empathy towards users and customers
- Ability to recognize & increase business value as well as internal opportunities
- Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment
- 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
- Fluency in English
- Proven experience in a consulting firm with a strong track record of strategic problem solving, client management, and cross-functional project delivery
- Be responsible for a portfolio of some of our largest customers within the UKI region
- 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
- Make sure that customers get maximum value from Miro and give them insight into this through high-touch engagements
- Perform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, QBRs, frequent C-level meetings, etc)
- Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement)
- Identify, track, and improve the health status of each of your customers
- Develop best practices for customer growth/renewal to ensure ongoing customer success
- Partner with our sales and renewals teams to help maintain and grow our partnerships
- Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio
- Proactive and collaborative mentality
- High curiosity about the SaaS space
Miro is a visual collaboration platform where distributed teams brainstorm, design products, map journeys, and manage agile workflows on an infinite digital canvas. Teams work in real time or asynchronously, using templates, embedded video and chat, and integrations with over 100 apps like Jira and Google Workspace; AI features help automate tasks and generate ideas. It differs from competitors by offering an expansive “Innovation Workspace” that combines flexible collaboration tools, broad app integrations, and enterprise security for large organizations. Its goal is to be the central platform for visual collaboration and collective ideation across remote and co-located teams.
Company Size
1,001-5,000
Company Stage
Series C
Total Funding
$476.9M
Headquarters
San Francisco, California
Founded
2011
Simplify's Take
What believers are saying
- Asia hub in Singapore targets 45% of global R&D spending, with customers reporting 50% faster innovation cycles.
- Reforge's 100,000-alumni platform and enterprise customers like Netflix and Workday expand Miro's TAM into product strategy consulting.
- reMarkable 'Send to Miro' partnership drives hardware-to-workspace workflow adoption among Connect subscribers starting March 18.
What critics are saying
- Reforge integration failure risks diluting core collaboration focus and alienating existing customers within 12-18 months.
- AI-generated content commoditization as Figma, Notion, and Microsoft Teams embed identical capabilities, eroding pricing power.
- MCP server disintermediation risk: GitHub, Anthropic, and Google can replicate visual-to-code workflows natively within 18-24 months.
What makes Miro unique
- Reforge acquisition integrates decision-making frameworks into Miro's workspace, addressing AI's bottleneck in determining what to build.
- MCP server enables bidirectional integration with GitHub Copilot, Claude Code, and Gemini CLI for automated code visualization and context-aware generation.
- Enterprise Guard with Onna eDiscovery integration provides first native litigation-defensible collection tool for Miro boards.
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Benefits
Excellent Medical, Dental + Vision health benefits
Competitive salaries + Flexible time off
401k matching + Competitive equity package
Free lunches + Office snacks
Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
Distributed team across offices globally
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↓ -8%2 year growth
↑ 0%Miro®, the AI Innovation Workspace for teams, today announced that it has acquired (subject to customary closing conditions) Reforge, an AI platform for prod...
Miro acquires Reforge to solve AI's biggest bottleneck: deciding what to build. The rush to adopt AI has created a strange new problem inside companies. Teams can build faster than ever. What slows them down now is figuring out what actually deserves to be built. Miro is making a bet on that shift. The company said Tuesday it has agreed to acquire Reforge, an AI platform known for helping product teams make better decisions about growth, strategy, and product direction. The deal brings together Miro's collaborative AI workspace with Reforge's training programs, frameworks, and AI-driven tools. The move reflects a broader change playing out across the tech industry. AI has lowered the barrier to building products. Prototypes that once took months can now be assembled in days. That speed has exposed a gap. Teams are moving quickly, but not always in the right direction. "The biggest opportunity ahead isn't just moving faster - it's moving faster in the right direction," said Andrey Khusid, CEO and Founder at Miro. Teams need support in accelerating what to build and the decision-making during that critical phase of work. Reforge has been instrumental in helping teams learn from the best in the industry and sharpen their product and growth skills. The combination of Miro and Reforge will help organizations to transform towards AI-enabled innovation faster." Reforge built its reputation by turning product and growth playbooks into structured programs that operators at companies like Netflix, SAP, and Workday use. Over time, it grew from a set of courses into a platform with AI-based tools that help teams run research, test ideas, and decide where to focus. Miro acquires Reforge to build the tight thing, faster. That evolution caught Miro's attention. The company has been pushing deeper into AI, positioning its workspace as a place where teams plan, collaborate, and build together. Bringing Reforge into the fold extends that pitch beyond execution and into strategy. "A couple of years ago, we saw that AI was changing not just the tools product teams use, but the skills and judgment they need to succeed," said Brian Balfour, Founder and CEO at Reforge. "Teams that once relied on intuition and experience now need fluency in AI prototyping, evals, and strategy. We built Reforge to close that gap. Joining Miro lets us do it faster and at a much bigger scale than we could reach on our own." Balfour is set to take on the role of Chief Growth Officer at Miro. Reforge COO Tom Willerer will become Chief Strategy Officer. The Reforge learning platform will continue to operate separately, keeping its courses and community intact. The deal signals how product development is being reshaped. For years, the hard part was execution - shipping code, scaling systems, and getting products into users' hands. AI has eased much of that pressure. What remains is judgment: choosing the right problems, prioritizing the right features, and avoiding wasted effort. Reforge has built a business around that idea, with more than 100,000 alumni and a growing base of enterprise customers. Its tools focus on early-stage product work, from gathering customer insights to testing concepts before committing engineering resources. Miro sees that as the missing piece in its platform. Pairing a collaborative workspace with decision frameworks gives it a way to cover the full product lifecycle, from early discovery to execution. "What started as a single course has grown into a community of over 100,000 alumni and a suite of products used by product teams everywhere. That growth reflects how much the work of building products has changed. Teams need new frameworks, new skills, and better tools to keep up. Joining Miro gives our community and our products the scale to help far more of them do that." For companies trying to make sense of AI, the message is clear. Building faster no longer guarantees better outcomes. The advantage is shifting to teams that can decide what to build with clarity. Miro is betting that the future will belong to platforms that combine both.
Miro, the AI Innovation Workspace, has announced it will acquire Reforge, an AI platform for product teams, subject to customary closing conditions. The deal includes Reforge's team, learning platform and AI-powered product development tools. The acquisition combines Miro's collaborative AI workflows platform with Reforge's frameworks and expert training to help organisations navigate AI transformation. Reforge's CEO Brian Balfour will join Miro as Chief Growth Officer, whilst COO Tom Willerer becomes Chief Strategy Officer. Reforge Learning will continue operating separately at Reforge.com, maintaining independent courseware. The platform has over 100,000 alumni and customers including Workday, SAP, Mastercard and Netflix. "Teams need support in accelerating what to build and the decision-making during that critical phase of work," said Miro CEO Andrey Khusid.
Miro CEO Andrey Khusid says the company has hired approximately 40 entrepreneurs out of 1,600 total employees over the past two and a half years as part of a strategic hiring shift. The visual collaboration platform, valued at $17.5 billion in 2022, is seeking founders with experience in specific areas to help navigate the AI era. Khusid said entrepreneurs possess greater comfort with uncertainty and require less guidance, making them valuable during periods of rapid technological change. Some hires came through acquisitions, including former InVision CEO Jeff Chow, now Miro's chief product and technology officer. Founded in 2011 as a digital whiteboard, Miro has transformed into an AI workspace where users collaborate with colleagues and AI agents. The company grew from 5 million to 50 million users during the pandemic and has since doubled that figure.
This new reMarkable feature is a game changer for note-taking. 'Send to Miro' makes it easier to move your notes to the computer. 3 hours ago Kaitlyn Cimino / Android Authority * reMarkable is introducing a new feature on its paper tablets called "Send to Miro." * The feature moves your notes and sketches to Miro and turns them into digital text and diagrams. * Connect subscribers will gain access to this feature on March 18. Your reMarkable paper tablet is about to get a handy productivity boost. The E-Ink tablet maker is preparing to roll out a new feature that aims to remove the friction between moving from pen and paper to a laptop. Don't want to miss the best from Android Authority? * Set Androidauthority as a favorite source in Google Discover to never miss its latest exclusive reports, expert analysis, and much more. * You can also set Androidauthority as a preferred source in Google Search by clicking the button below. Today, reMarkable announced a new partnership with the visual online whiteboard platform Miro. This partnership will bring a new feature called "Send to Miro" to reMarkable tablets. With this feature, you'll be able to jot down notes or draw a sketch and transform them into digital text and diagrams. For example, say that you were scribbling down some ideas during a meeting. By tapping on Send to Miro, those notes are automatically moved to a Miro board. You can then use the selection of shortcuts in the board to create mind maps, slides, flowcharts, and more out of your ideas. As mentioned earlier, the goal is to make it easier to go from tablet to computer. "Inspiration can strike at any moment, but typing up handwritten notes can be a hassle," said Phil Hess, CEO of reMarkable. "With Send to Miro, you get all the benefits of pen and paper as part of your digital workflow." Send to Miro won't be for everyone, as the feature will only be available for Connect subscribers. If you're a Connect subscriber, you can expect the feature to roll out with reMarkable OS 3.26. The release is scheduled to arrive on paper tablets starting today. Thank you for being part of its community. Read its Comment Policy before posting.