Vice President 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

The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSMs work with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates.

About the role

Miro is looking to hire a strategic Global Customer Success Leader to be responsible for building, coaching, and leading an amazing team of Customer Success managers and CSMs. Furthermore, you will partner closely with our regional Sales leaders and Professional Services leaders and other cross-functional partners to drive regional strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.

What you’ll do

• Build, coach and lead the Americas and Japan/Apac Customer Success teams
• Partner with sales leadership and other functions to improve customer lifetime value (CLV) 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

What you’ll need

• 10+ years experience in Strategic or Enterprise (High Touch) 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

What's in it for you

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

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 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 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!

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.

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 Assessment

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.