About the Team

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.

About the Role

Miro is looking to hire a manager for our Strategic Customer Success Managers team taking care of the the biggest clients in DACH. In this role you will lead and coach a team of Customer Success Managers and you will report to the Head of Customer Success DACH. Next to managing this team, you will work closely with the regional Sales leaders and other cross-functional partners to improve our processes, and to drive adoption, retention and customer expansion.

What you’ll do

• Coach and lead the team of CSMs serving our  Strategic customer segment
• Partner with primarily sales and other customer experience teams to help improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion
• Manage the team to maintain hygiene in account data, health, and other important indicators
• Own your team’s revenue and health forecasting
• You will build and maintain executive relationships for selected accounts in your team’s portfolio
• Continuously help innovate and improve processes, practices and assets to deliver consistently better customer success in a scaling business

What you’ll need

• 2+ years management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization
• Hiring, training, and enabling CSMs, coaching especially on consultative advising
• A solid understanding and great foundation in Customer Success norms, processes, and KPIs
• Excellent communication skills, ability to establish relationships and work cross-functionally
• Excellent ability to identify and resolve problems in CS processes
• Good understanding of Enterprise SaaS applications and collaboration technology
• Comfortable and willing to be a hands-on contributor
• Analytical approach: analyse data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data
• Proficiency in German

What's in it for you

• Competitive equity package
• Corporate pension plan
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Travel allowance for your commute
• Opportunity to work for a globally diverse team