Vice President Customer Success

21 hours, 45 minutes ago
Full-time
Lead
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

  • Build, coach, and lead the Americas and Japan/APAC Customer Success teams.
  • Partner with sales leadership, professional services, and other cross-functional teams on regional strategy.
  • Improve customer lifetime value through product adoption, customer value, health scores, satisfaction, retention, and expansion.
  • Drive the team to meet key performance indicators.
  • Mentor the team on account hygiene, health, and performance indicators.
  • Participate in revenue and health forecasting.
  • Work with stakeholders to define and deliver a best-in-class customer experience.
  • Build executive relationships with the largest enterprise customers.
  • Contribute to strategic decisions as part of the CS leadership team.
  • Model Miro’s behaviors and values to foster an inclusive and engaged culture.

Requirements

  • 10+ years of experience in strategic or enterprise customer success and/or account management leadership with a track record of meeting targets.
  • 7+ years leading customer success and/or account management teams at a high-growth B2B SaaS company.
  • Experience leading director-level leaders.
  • Strong knowledge of customer success norms, processes, and KPIs.
  • Excellent communication skills and the ability to build relationships across functions.
  • Experience hiring, training, enabling, and performance-managing CSMs.
  • Experience working with digital customer success and/or marketing to drive customer success at scale.
  • Experience driving professional services to deepen customer relationships and accelerate time to value.
  • Ability to identify and resolve problems in customer success processes.
  • Solid understanding of AI, enterprise SaaS applications, and collaboration technology.

Benefits

  • Equity package.
  • Wellbeing benefit.
  • Work-from-home equipment allowance.
  • Annual learning and development stipend.
  • Global benefits package with location-specific variations.

Interested in this position?

Apply directly on the company website

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