Strategic Customer Success Manager (DACH)

<h4><strong>About the role</strong></h4> <p>Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team. A Strategic Customer Success Manager has many responsibilities - from onboarding Enterprise clients and setting them up for success to deepening relationships with our existing customers and increasing the value they get through partnering with Miro.</p> <p>You will impact our customers immensely by helping them to realize their visual collaboration objectives by building meaningful relationships with each Enterprise customer from their first day with Miro. You will understand our customer’s needs and proactively identify ways in which they can interact with Miro to achieve their goals!</p> <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>What you’ll do</strong></h4> <ul> <li>Oversee a portfolio of roughly 20 large Enterprise customers</li> <li>Improve customer retention metrics</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</li> <li>Perform ongoing customer engagements to demonstrate value and track business outcomes (monthly meetings, QBRs, frequent C-level meetings, etc)</li> </ul> <h4><strong>What you’ll need</strong></h4> <ul> <li>3+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts</li> <li>2+ years experience in a B2B or B2B2C SaaS company</li> <li>Experience with enterprise accounts (large multinational organizations with more than 10K employees)</li> <li>Consistent track record of handling small but strategic portfolios of large Enterprise Accounts</li> <li>Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)</li> <li>Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side</li> <li>Strong written and verbal communication skills</li> <li>Excellent listening skills, customer-centric mentality and empathy towards users and customers</li> <li>Ability to recognize &amp; increase business value as well as internal opportunities</li> <li>Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment</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>Fluency in English and German</li> </ul> <h4><strong>What's in it for you</strong></h4> <ul> <li>Highly competitive salary</li> <li>Competitive Equity Package</li> <li>Communiting benefits</li> <li>Health insurance for you and your family</li> <li>Yearly budget for professional growth, internal educational events</li> <li>Lunch, snacks and drinks provided</li> </ul><h4><strong>About Miro</strong></h4> <p>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 45M 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. To learn more, please visit: <a href="https://miro.com/" target="_blank">https://miro.com</a>.</p> <p> </p> <p><br/>At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — <em>Empower teams to create the next big thing</em> — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. <em>Diversity</em> invites all talent with different demography, identities and styles <em>to step in</em>, and <em>inclusion</em> invites them to step <em>closer together. </em>Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current M