Strategic Customer Success Manager

Miro

Miro

Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Wednesday, May 22, 2024

About the Team

Miro is growing its Customer Success team and we are looking for customer-focused individuals to join us! A Customer Success Manager on our Strategic 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. Each role at Miro is based at one of our physical hubs and we look for talent that want to be part of these local, collaborative communities. Mironeers work in a hybrid model, with 2 days a week in office culture as our baseline.

About the Role

Your role will impact our customers immensely because you will help them realise 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.

What you’ll do

  • Manage a portfolio of roughly 25 Strategic customers
  • Maximize customer retention metrics
  • Become a Miro product expert and use this knowledge to effectively guide customers towards their desired outcome through scaled engagements
  • Identify, track and improve the health status of each of your customers
  • Ensure product adoption by onboarding new customers and new teams
  • Make sure that customers get maximum value from Miro through training and enablement
  • Work closely with Account Managers to identify additional license opportunities.
  • Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success

What you’ll need

  • 5+ years of relevant work experience as a Customer Success Manager
  • Proven track record of onboarding, retaining and expanding complex enterprise accounts
  • Salesforce, Excel, CS Systems (Gainsight, Client Success, etc.)
  • Enterprise Relationship Management
  • SSO, SAML, SCIM
  • Empathy in every stage of the customer journey
  • Strong interpersonal skills and experience in expanding customer relationships
  • Excellent presentation skills and the ability to facilitate business reviews

What's in it for you

  • Competitive equity package
  • Wellbeing benefit and WFH equipment allowance
  • Group Personal Accident Insurance (業務災害総合保険) and Group Long-Term Disability Insurance (団体長期障害所得補償保険).
  • Reimbursement for the annual health check
  • Annual learning and development allowance to grow your skills and career
  • Company-sponsored English lessons
  • Travel allowance for your commute

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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