Senior Customer Success Manager - Reforge Learning

1 hour, 5 minutes ago
Full-time
Senior
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 a portfolio of Reforge’s most strategic enterprise accounts and serve as the primary trusted advisor to senior product leaders.
  • Drive retention and expansion by identifying at-risk accounts, designing intervention strategies, and supporting renewals and growth.
  • Build Customer Success playbooks, health scoring models, onboarding frameworks, and engagement cadences from the ground up.
  • Surface customer insights, roadmap input, and sentiment to Sales, Product, and Marketing to influence product direction.
  • Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities.
  • Leverage AI and automation to build workflows and systems that scale high-touch customer engagement.
  • Collaborate cross-functionally to shape the Customer Success function as it grows beyond your own book of business.

Requirements

  • 5+ years of enterprise CSM or strategic account management experience in B2B SaaS.
  • Direct ownership of GDR and NDR metrics with a track record of improving retention outcomes.
  • Experience building Customer Success processes and playbooks from scratch.
  • Background as an early or founding team member, with comfort creating structure in ambiguous environments.
  • Executive presence and strong communication skills with senior stakeholders such as VP-level and C-suite leaders.
  • Data-driven account management approach using health signals, usage data, and engagement metrics.
  • AI fluency and an automation mindset, with active experimentation in tools that improve efficiency and scale.
  • Proven ability to influence without authority and align cross-functional stakeholders.

Benefits

  • Global benefits package that generally includes equity.
  • Wellbeing benefit.
  • WFH equipment allowance.
  • Annual Learning & Development stipend.
  • Location-specific benefits may vary by region.
  • Opportunity to join a diverse team at a growing company within Miro.

Interested in this position?

Apply directly on the company website

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