Vice President Customer Success

Miro; San Francisco (CA); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Equity

Wellbeing benefit

WFH equipment allowance

Learning & Development stipend

Full benefits per location

Job summary

Miro is seeking a strategic Global Customer Success Leader to build and coach a top-tier CS team across the Americas and Japan/APAC. You will partner with Sales, Professional Services and cross-functional leaders to drive adoption, retention and expansion for Enterprise customers.

You will work directly with executive stakeholders, forecast health metrics, and guide CS strategy as part of the leadership team, fostering an inclusive, high-performance culture.

Qualifications

• 10+ years experience in Strategic or Enterprise Customer Success leadership.
• 7+ years leading CS/AM teams at high-growth B2B SaaS.
• Experience mentoring senior leaders and building executive relationships.

Responsibilities

• Build, coach and lead the Americas and Japan/Apac Customer Success teams.
• Partner with sales and other functions to drive customer value and retention.
• Hit KPIs and mentor teams on account hygiene and health indicators.
• Participate in revenue forecasting and strategic CS decisions.
• Collaborate with stakeholders to deliver best-in-class customer experience.
• Engage with largest customers to establish executive relationships.

Skills

Strategic leadership

Executive relationships

Enterprise SaaS

People management

Hiring & training

Cross-functional

Job description

About The Team

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 Team

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

• Equity
• A wellbeing benefit
• A WFH equipment allowance
• An annual Learning & Development stipend
• 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.

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.

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