AddressMiro
Portfolio Customer Success ManagerThe leading visual collaboration platform
Why MiroVisit website
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, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 50M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,500 employees in 12 hubs around the world.
About the roleAbout The Team
Miro’s Customer Experience includes the following teams: Professional Services, Renewals, Customer Success, Customer Support, and Customer Education. All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits in Australia on the Portfolio Customer Success Team based out of our Sydney hub.
Our team is focused on delighting our customers by being a strategic partner, and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams. Learn more here.
About The Role
As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!
As an early hire in this role, you’ll be innovative, collaborative, and agile in your approach - helping the team build a world-class Portfolio Customer Success program. Using experimentation, data, and technology you will help develop the repeatable playbooks to drive business value across a broad set of customers of various size, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic way.
At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, retention, active usage, and engaged usage metrics.
What You'll Do
- Work with a variety of customers during critical achievements of the customer journey (Onboarding, Adoption, Risk Mitigation, Growth) to ensure their success
- Through experimentation, identify and build strategies and repeatable playbooks to retain and grow customers by mitigating risk and increasing important metrics
- Rely on data analytics and triggers like product usage dashboards, account health triggers, digital strategy alerts, and account indicators to know what accounts to prioritize
- Be a Miro expert, providing customers with the thought leadership they need to drive success with Miro through relevant engagements
- Keep account information up to date and organized, ensure accurate reporting of CS engagements in Gainsight
- Advocate for the voice of the customer internally at Miro, identifying customer trends and providing internal feedback on how Miro can better serve our customers.
What You'll Need
- Proven experience of at least 3 years in customer-facing roles
- A love for experimenting and trying new ideas without fear of iterating and failing
- Experience and confidence in interacting with a variety of customers at different stages in their journey
- Experience working at a SaaS or Fintech organisation
- You can prioritize your workload and ask for help when needed
- You are motivated by working with customers to ensure they achieve their goals
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
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Problem solving
Identifies problems and develops logical solutions that address the problems
