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Portfolio Customer Success Manager (DACH)

Miro

London

On-site

GBP 45,000 - 65,000

Full time

4 days ago

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Job summary

Miro seeks a Portfolio Customer Success Manager (DACH) to enhance customer engagement and success at scale. You will collaborate with a diverse global team to develop strategies and drive business value through customer relationships, ensuring high retention and usage metrics.

Benefits

Competitive equity package

Health insurance for you and your family

Corporate pension plan

Lunch, snacks, and drinks provided

Wellbeing benefit and WFH equipment allowance

Annual learning and development allowance

Opportunity to work for a globally diverse team

Qualifications

Proven experience of at least 3 years in customer-facing roles.
Fluency in German and English.
Experience working at a SaaS organization.

Responsibilities

Work with customers during critical achievements of the customer journey.
Build strategies and repeatable playbooks to retain Miro customers.
Advocate for the voice of the customer internally.

Skills

Customer Engagement

Data Analysis

Project Management

Communication

Portfolio Customer Success Manager (DACH)

Join to apply for the Portfolio Customer Success Manager (DACH) role at Miro

Portfolio Customer Success Manager (DACH)

Join to apply for the Portfolio Customer Success Manager (DACH) role at Miro

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About The Team

The Portfolio Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSMs on this team work in a pooled model with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention, active usage and expansion rates. This team is highly collaborative and works together to find creative solutions to engage our customers at-scale. The team is composed of members all over the globe with diverse skills, backgrounds, and experiences which leads to innovative ideas and solutions.

About The Role

As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!

You’ll be innovative, collaborative, and agile in your approach - helping the team to build a world-class Portfolio Customer Success program. Using experimentation, data, and technology you will help develop the repeatable playbooks to drive business value across a broad set of customers: various sizes, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic way whilst engaging with many customers in parallel.

At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, active usage and engaged usage metrics. Your efforts will drive success throughout the EMEA book of business.

What You’ll Do

Work with a variety of customers during critical achievements of the customer journey (Onboarding, Adoption, Risk Mitigation, Growth) to ensure their success
Through experimentation, identify and build strategies and repeatable playbooks to retain and grow Miro Customers by mitigating risk and increasing important metrics
Rely on data analytics and triggers like product usage dashboards, account health triggers, digital strategy alerts, and account indicators to know what accounts to prioritize
Be a Miro expert, providing customers with the thought leadership they need to drive success with Miro through relevant engagements
Keep account information up to date and organized, ensuring accurate reporting of CS engagements in Gainsight
Advocate for the voice of the customer internally at Miro, identifying customer trends and providing internal feedback on how Miro can better serve our customers

What You’ll Need

Proven experience of at least 3 years in customer-facing roles with experience working at a SaaS or Fintech organization
A love for experimenting and trying new ideas without fear of iterating and failing
Experience and confidence in interacting with a variety of customers at different stages in their journey
Ability to handle multiple customer engagements simultaneously
You can prioritize your workload and ask for help when needed
You are a creative self-starter who understands customers, their use cases, and how to be a trusted partner
You are confident presenting new ideas and challenging the status quo
Fluency in German and English
Dutch language skills is a plus

What's In It For You

Competitive equity package
Health insurance for you and your family
Corporate pension plan
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

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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 employees in 12 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

Youtube: https://www.youtube.com/@lifeatmiro
Blog: https://miro.com/careers/life-at-miro/all/
Instagram: https://www.instagram.com/mirohq/

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.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Software Development

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