Portfolio Customer Success Manager



Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Friday, April 5, 2024

About 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

What's In It For You

  • Competitive equity package
  • Private health insurance program
  • Salary continuance insurance and Life insurance coverage
  • Free lunches on in-hub days with fully stocked snacks and drinks
  • Wellbeing benefit and WFH equipment allowance
  • Annual learning and development allowance to grow your skills and career
  • Opportunity to work for a globally diverse team

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 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 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:

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

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