Miro - Head of Customer Success, Tokyo

About the team
The Customer Success team at Miro is a key pillar of our global Customer Experience (CX) organization, which also includes Renewals, Customer Education, and Support. Our mission is to empower customers to realize continuous value from Miro, driving strong retention, advocacy, and business impact.

In Japan, we have seen significant growth in enterprise adoption, with an increasing number of customers relying on Miro as a core part of their digital collaboration strategy. The local Customer Success team has built a strong foundation with a customer-first mindset, deep market understanding, and a commitment to long-term partnership.

As we move into the next phase of maturity, we are focused on elevating strategic engagement, aligning with global CS methodologies, and accelerating operational excellence. We’re looking for a senior leader who can scale our Japan CS team with a clear vision, bridge local and global priorities, and serve as a trusted advisor to both customers and cross-functional stakeholders. This role is instrumental in shaping the future of Miro’s customer experience in one of our most important markets.

About the role 

We are seeking a highly experienced and results-oriented Customer Success Leader to join our growing team. As Director, Customer Success, you will be pivotal in leading and developing our team of Customer Success Managers (CSMs), ensuring exceptional experiences and driving long-term value for our diverse customer base. You will be responsible for setting the strategic direction for your teams, fostering a customer-centric culture, and collaborating cross-functionally to continuously improve our customer success programs and outcomes. This role requires a strong leader with a proven track record of managing and scaling customer success teams within a SaaS environment.

What you’ll do 

Team Leadership and Development: Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance culture focused on achieving customer success goals.

Strategy Development and Execution: Define and implement customer success strategies and best practices to maximize customer satisfaction, retention, and growth.

Performance Management: Establish clear performance metrics and objectives for your teams, monitor progress, provide regular feedback, and implement coaching and development plans.

Customer Relationship Management: Oversee the team's engagement with key customers, ensuring strong relationships are built and maintained, and that customer needs are deeply understood.

Escalation Management: Serve as the point of escalation for complex customer issues, working collaboratively with CSMs and other internal teams to ensure timely and effective resolution.

Cross-Functional Collaboration: Partner closely with Sales, Product, Marketing, and Support teams to align on customer needs, provide feedback on product development, and contribute to a seamless customer journey.

Program Development and Improvement: Identify opportunities to enhance our customer success programs, processes, and tools, leveraging data and customer insights to drive continuous improvement.

Advocacy and Engagement: Champion the voice of the customer within the organization, ensuring their feedback is heard and acted upon. Encourage customer participation in community initiatives like Miroverse.  

Reporting and Analytics: Track and analyze key customer success metrics, providing regular reports and insights to leadership on team performance and customer health.

What you’ll need 

• Minimum of 5 years of experience in Customer Success, with at least 3 years in a leadership role managing teams of Customer Success Managers within a SaaS organization.

• Proven track record of developing and executing successful customer success strategies that drive customer retention and growth.

• Strong understanding of SaaS business models and customer lifecycle management.

• Excellent leadership, coaching, and mentoring skills with the ability to motivate and develop high-performing teams.

• Exceptional communication, interpersonal, and presentation skills, with the ability to build rapport and credibility with customers and internal stakeholders.

• Strong analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.  

• Experience with CRM and customer success management software (e.g., Salesforce, Gainsight).

• Passion for technology and a deep understanding of the value of collaborative tools like Miro.  

Preferred Qualifications:

• Experience working with collaboration or visual productivity software.

• Familiarity with Agile methodologies and workflows.  

• Experience with AI-powered features in SaaS products.

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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 employees in 12 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. If this sounds like something that excites you, we want to hear from you!

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/