Enterprise Customer Success Manager (DACH)

<h4><strong>About the Team</strong></h4> <p>The 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.</p> <h4><strong>About the Role</strong></h4> <p>Miro is growing its Customer Success team, and we are looking for customer-focused individuals to join us! An Enterprise Customer Success Manager on our Enterprise Team has many responsibilities from onboarding customers and setting them up for success to deepening relationships with our existing customers and increasing the value they get from our services.</p> <p>Your role will impact our customers immensely because you will help them realize their visual collaboration objectives through the use of Miro's platform. You will understand our customer’s needs and proactively help identify ways in which they can interact with Miro to increase their productivity and results.</p> <h4><strong>What you’ll do</strong></h4> <ul> <li>Manage a portfolio of Enterprise customers</li> <li>Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcomes</li> <li>Ensure product adoption by onboarding new customers and new teams working closely with the Onboarding Consultants team</li> <li>Identify, track, and improve the health status of each of your customers</li> <li>Make sure that customers get maximum value from Miro and give them insight into this through high-touch engagements</li> <li>Develop best practices for customer growth/renewal to ensure ongoing customer success, thereby driving customer growth and retention</li> <li>Be the voice of the customer back into our organization</li> <li>Collaborate with your sales colleagues on creating accounts' plans and delivering QBRs</li> </ul> <h4><strong>What you’ll need</strong></h4> <ul> <li>2+ years experience in Customer Success or other B2B customer facing roles, working with Enterprise customers (&gt;5K employees or &gt;500 users)</li> <li>Consistent track record of handling portfolios of 30-50 Enterprise accounts</li> <li>Ability to recognize and maximize business value as well as internal opportunities</li> <li>Ability to strategically prioritize your book of business</li> <li>Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts &amp; assignments simultaneously</li> <li>Experience or high curiosity about the SaaS space</li> <li>Strong verbal and written communication skills</li> <li>Excellent listening skills, customer-centric mentality and empathy towards users and customers</li> <li>Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment</li> <li>Willing and able to travel abroad regularly</li> <li>Fluency in English and German</li> </ul> <h4><strong>What's in it for you</strong></h4> <ul> <li>Competitive equity package</li> <li>Corporate pension plan</li> <li>Lunch, snacks and drinks provided in the office</li> <li>Wellbeing benefit and WFH equipment allowance</li> <li>Annual learning and development allowance to grow your skills and career</li> <li>Travel allowance for your commute</li> <li>Opportunity to work for a globally diverse team</li> </ul><h4><strong>About Miro</strong></h4> <p>Miro provides a visual workspace for innovation that enables distributed teams of any size to dream, design, and build the future together. Our mission is to empower teams to create the next big thing by creating a place where teams can create together seamlessly, regardless of location. </p> <p>Today, more than 50 million users in 180,000 organizations including Nike, Ikea, Deloitte, WPP, and Cisco depend on Miro to improve product development collaboration, to speed up time to market, and to make sure that new products and services deliver on customer needs.</p> <p>Miro's visual workspace enables distributed teams to come together to synthesize information, develop strategy, design products and services, and manage processes all throughout the innovation lifecycle. When you look at a Miro Board, you can see hundreds of collaborators moving through the space as named cursors on the screen designing, contributing ideas, providing feedback, and co-creating together with shared tools and information. </p> <p>Everyone in Miro has access to the same shared capabilities designed for innovation including diagramming, wireframing, real-time data visualization, and built-in support for agile practices. Miro's workspace is integrated with more than 130 other applications including Jira, Azure DevOps, Asana, Zoom, Slack, and Teams, many of which offer two-way integrations and can be dynamically updated directly from Miro.</p> <p>Miro enables organizations to accelerate time to market and ensure continuous alignment with customer needs and com