Global VP of Enterprise Customer Success

Miro Group; New York (NY); On-site; USD 190,000 - 230,000; Full time

Job summary

Miro is a visual workspace for innovation that enables distributed teams to collaborate on the next big thing. We are seeking a strategic Global Customer Success Leader to build, coach, and lead an amazing team of Customer Success managers and CSMs across Americas and Japan/APAC.

You will partner closely with regional Sales and Professional Services leaders to drive regional strategy, ensure value delivery, and continuously improve adoption and retention.

Qualifications

• 10+ years experience in Strategic or Enterprise Customer Success and/or Account Management leadership with a consistent track record of meeting targets.
• 7+ years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company.
• Have successfully lead Director level leaders in the past.
• Strong foundation in the Customer Success norms, processes, and KPIs.
• Excellent communication skills, ability to build relationships and work cross-functionally.
• Background of hiring, training, and enabling CSMs with strong performance management skills.
• Experience in working with Digital Customer Success and/or Marketing to drive CS at scale.
• Experience driving professional services to deepen customer relationships and accelerate their time to value.
• Excellent ability to identify and resolve problems in CS processes.
• Solid understanding of AI, Enterprise SaaS applications and collaboration technology.

Responsibilities

• Build, coach and lead the Americas and Japan/Apac Customer Success teams.
• Partner with sales leadership and other functions to improve customer lifetime value through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion.
• Drive the team to hit Key Performance Indicators.
• Mentor the team to maintain account hygiene, health, and indicators.
• Participate in revenue and health forecasting.
• Partner with stakeholders to define and deliver on a best-in-class customer experience.
• Personally work with our largest customers (10K+ employee size) to establish executive relationships.
• Participate and contribute in formulating key strategic decisions as a part of the CS leadership team.
• As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture.

Skills

Strategic CS leadership

Team leadership

Cross-functional collaboration

Hiring & training CSMs

AI & enterprise SaaS knowledge

Job description

Miro is a visual workspace for innovation that enables distributed teams to collaborate on the next big thing. We are seeking a strategic Global Customer Success Leader to build, coach, and lead an amazing team of Customer Success managers and CSMs across Americas and Japan/APAC.

You will partner closely with regional Sales and Professional Services leaders to drive regional strategy, ensure value delivery, and continuously improve adoption and retention.