Strategic Customer Success Manager (Nordics)

Miro Group; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Strategic Customer Success Manager to join their dynamic team. This role focuses on empowering customers to realize their investment value, ensuring seamless onboarding, and driving product adoption. You'll collaborate with various internal teams to enhance customer health metrics and lead strategic conversations. This is an exciting opportunity to work in a globally diverse environment, where your contributions will directly impact customer satisfaction and success. If you're passionate about customer-centric solutions and thrive in a fast-paced SaaS environment, this role is perfect for you.

Benefits

Competitive equity package

Health insurance

Office lunches and snacks

Wellbeing benefits

Annual learning allowance

WFH equipment allowance

Qualifications

• 3+ years in Customer Success or B2B client-facing roles.
• Experience with enterprise accounts and strategic portfolios.

Responsibilities

• Manage a portfolio of 15-20 strategic enterprise customers.
• Drive product adoption and ensure customer success.

Skills

Customer Success Management

B2B Client Relations

Strategic Consulting

Communication Skills

Empathy

Time Management

Education

Bachelor's Degree

Tools

Gainsight

Outreach

Looker

Job description

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 Strategic Customer Success team for the Nordics region. 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

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team! A Strategic 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

• Own and manage a portfolio of up to 15-20 strategic enterprise customers, ensuring long-term partnership success
• Become a Miro product expert and guide customers in aligning product capabilities to their key business objectives
• Drive product adoption by partnering with Professional Services and Scaled Education teams to ensure smooth onboarding for new users and teams
• Deliver high-touch, value-driven engagements that demonstrate Miro’s impact and help customers maximize ROI
• Lead ongoing strategic conversations including Monthly Syncs, Joint Success Plans (JSPs), QBRs, and C-level engagements
• Collaborate with internal stakeholders to drive customer health metrics such as activation, engagement (MAU), and product adoption
• Proactively identify, monitor, and improve the health of each customer account, using data to inform strategy
• Develop and share best practices that support account expansion, renewals, and long-term customer success
• Work closely with Sales and Renewals teams to retain and grow key accounts through cross-functional collaboration
• Leverage tools such as Gainsight, Outreach, and Looker to prioritize activities, track impact, and manage your portfolio effectively

What you’ll need

• 3+ 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
• 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 and one or more of the Nordic languages (Swedish, Danish or Norwegian) is a plus

What's in it for you

• Competitive equity package
• Health insurance for you and your family
• 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!

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.

Apply for Strategic Customer Success Manager (Nordics)

First Name *

Last Name *

Resume/CV *

Resume/CV *

Attach File types: pdf, doc, docx, txt, rtf
File size: max 2MB

Cover Letter

Attach File types: pdf, doc, docx, txt, rtf
File size: max 2MB

LinkedIn Profile *

Do you have professional proficiency in one or more Nordic languages (Swedish, Danish or Norwegian)? *

Will you now or in the future require visa sponsorship for employment with Miro? *

What is it about Miro that makes you interested in joining the team? *

Why do you feel you would be well suited for this role? *

Have you managed strategic, enterprise-level accounts (10K+ employees or $500K+ ARR)? *

Do you have experience working cross-functionally with sales, product, and support teams in a SaaS environment? *

By submitting my application I agree that my data is being stored and processed.

_JobID

A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

02. Hiring Manager

The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

03. Skill Assesment

An interactive presentation to see your skills in action, based around a particular case study or business problem.

04. Meet the Team

Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.