About the Role

The Senior Manager, Global Digital Customer Success at Miro will be responsible for building and implementing a digital customer experience at Miro. They will shape the long-term strategy, vision and execution of a digital success program for Miro’s customers, leveraging both digital-touch and scaled human-touch programs, with the ultimate goal of creating a repeatable, personalized, automated and delightful customer and end user journey at scale. They will partner closely with teams across CX, Ops, Marketing, Product and Sales to build a cohesive post-sales experience for our rapidly growing customer base. The ideal leader has deep experience in customer success, program management, cross-functional relationship-building and collaboration, with an experimental and iterative approach. To succeed in this role, you must be comfortable with a player/coach balance, as you will lead a small team, but execute critical initiatives in tandem. This role will report to our Head of Scaled Customer Experience, and will be a member of the Scaled Customer Experience team which also consists of teams responsible for Miro Academy, our In-app Visual Learning Center and Miro’s Help Center. Digital Success is the key fourth pillar of this innovative, close-knit team - we are humble, love our craft, and pursue excellence with urgency in a lively, congenial hybrid team environment.

About the Team

The Global Digital Customer Success team at Miro sets and drives Miro’s digital-first customer success strategy to help our customers not only see, but realize the value of visual collaboration with Miro at scale. Digital Success is an emerging field and success is about experimentation, data analysis, synthesis of learning, and continuous iteration. We collaborate across teams and prioritize the customer journey, providing the resources customers need to realize value at every step. Digital Customer Success is a key priority for our business and being a part of this fast growing, innovative, and results oriented team will get broad visibility and provide phenomenal opportunity for professional growth.

What you’ll do

• Build and iterate on Miro’s Digital Success Strategy and program execution plans through discovery, research, data analysis, requirements gathering and design, learning through experimentation and refining along the way
• Develop and deliver delightful, engaging digital and 1:many touch points for our customers across onboarding and adoption phases, reducing friction, ensuring account license activation, deep product usage and overall satisfaction
• Partner with operations and high touch customer success teams to create risk mitigation and renewal programs to ensure retention and minimize churn through scalable tactics
• Work cross-functionally with key internal collaborators to align the post-sales digital experience across email, in-app, the customer success resource center, Miro Academy, and Miro’s community for a cohesive customer experience
• Evaluate and measure digital programs against internal targets for continuous improvement in concert with our ops partners
• Partner with sales, renewals, cs, support, analytics and ops teams to maintain or increase customer retention
• Lead, develop, and mentor a team of expert and enthusiastic digital success individuals and dotted line partners

What you’ll need

• 4+ years in Customer Success
• 2+ years of experience building a tech touch, digital success or scaled Customer Success program
• 2+ years of management experience and experience building a founding team and program
• Comfort with Salesforce, Gainsight and prominent Customer Success Tools (Gainsight certifications required)
• Project Management experience, ability to work with other teams to breakdown tasks and key achievements
• Ability to identify trends through data analysis and/or create and test hypothesis via experiments, synthesize findings and iterate quickly
• Fast learner who actively works to thwart bureaucracy and create conditions for a forward-thinking and energetic team to thrive in a constantly evolving hyper-growth environment

What’s in it for you

• Excellent Medical, Dental + Vision health benefits
• Fearless scale-up environment with hyper growth potential where you’ll learn best in class skills
• Competitive salaries + Flexible time off
• 401k matching + Stock options
• 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
• Opportunity to work for a globally diverse team distributed across 11 hub locations