Miro - Portfolio Customer Success Manager

About the team

The Portfolio Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams. CSM works with our Enterprise-licensed customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates. This team is highly collaborative and works together to find creative solutions to engage our customers. The team is composed of members all over the globe with diverse skills, backgrounds and experiences which leads to innovative ideas and solutions. 

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 repeatable playbooks to drive business value across a broad set of customers; 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, 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 Miro 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.

• Facilitates workshops and enablement across a broad group of customers and topics

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 organization

• You can prioritize your workload and ask for help when needed

• You are motivated by working with customers to ensure they achieve their goals

• You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner

• You’re confident presenting new ideas and challenging the status quo