Customer Success Manager, Shared Success

2 hours, 27 minutes ago
Full-time
Mid Level
Customer and Technical Support
Miro

Miro

Miro is an online, visual collaboration platform designed to unlock creativity and accelerate innovation among teams of all kinds. The platform’s infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, ...

Internet Software & Services
1K-5K
Founded 2011
$476M raised

Description

  • Own outcomes across a portfolio of customers, with a focus on adoption, retention, and expansion.
  • Use product usage data, health signals, and lifecycle insights to identify risks and opportunities and prioritize engagement.
  • Engage customers at key moments such as onboarding, adoption, and renewal risk to drive measurable business outcomes.
  • Execute and iterate on scalable programs and playbooks that accelerate activation and long-term value realization.
  • Deliver targeted customer engagements such as workshops, Miro Days, and virtual sessions for high-impact opportunities and risks.
  • Advise customers on best practices for embedding Miro into core workflows and improving collaboration and innovation.
  • Partner cross-functionally with Sales, Product, Support, and Education to share insights, escalate friction points, and improve the customer experience.
  • Maintain accurate account data and documentation in Gainsight and internal systems.
  • Contribute insights and patterns from your portfolio to improve team programs, playbooks, and customer experience at scale.

Requirements

  • 3+ years of experience in customer-facing roles within SaaS, fintech, technology, or consulting environments.
  • Demonstrated AI fluency, with the ability to leverage AI and automation to enhance customer engagement and scale impact.
  • Consultative mindset, with consulting experience considered a major plus.
  • Experience engaging with C-level stakeholders and partnering with engineering, product, and design leadership teams.
  • Strong organizational and prioritization skills in a fast-paced, signal-driven environment.
  • Comfort using data, product insights, and customer health indicators to guide decisions and engagement.
  • Self-starter mindset with high ownership, curiosity to experiment, and ability to execute from concept through iteration.
  • Ability to adapt quickly and pivot based on new information, signals, and business needs.
  • Clear and confident communication skills across industries, roles, and seniority levels.
  • Experience with Gainsight, Salesforce, Slack, Gong, Gemini, Claude, or similar AI-enabled workflow tools is a plus.
  • Fluency in English and at least one additional language, such as Spanish, Dutch, or French, is a plus.
  • Bachelor’s degree required.

Benefits

  • Global benefits package that generally includes equity.
  • Wellbeing benefit.
  • Work-from-home equipment allowance.
  • Annual learning and development stipend.
  • Opportunity to join a diverse global team.
  • Location-specific benefits may be available depending on where you work.

Interested in this position?

Apply directly on the company website

Apply Now

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