MiroVice President Customer Success
Miro is hiring a Vice President Customer Success in Austin, United States. Level rates it ; you can apply on Miro.
Level's read on this job
- Level rates this customer service role Little AI ●○○○: aI is not part of the work.
- Tools and skills the posting cites include customer success, leadership and b2b saas.
- Level classifies it as an executive role.
- Level lists 20 other open roles at Miro.
AI in this role
Lead global customer success teams to drive product adoption, retention, and expansion for enterprise accounts at Miro.
About the team
The Customer Success Management team (CSM) is part of Customer Experience, which also includes Renewals and Support teams. CSMs work 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 strategic Global Customer Success Leader to be responsible for building, coaching, and leading an amazing team of Customer Success managers and CSMs. Furthermore, you will partner closely with our regional Sales leaders and Professional Services leaders and other cross-functional partners to drive regional strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.
What you’ll do
Build, coach and lead the Americas and Japan/Apac Customer Success teams
Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
Drive the team to hit Key Performance Indicators
Mentor the team to maintain account hygiene, health, and indicators
Participate in revenue and health forecasting
Partner with stakeholders to define and deliver on a best-in-class customer experience
Personally work with our largest customers (10K+ employee size) to establish executive relationships
Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture
What you’ll need
10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
7+years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
Have successfully lead Director level leaders in the past
Strong foundation in the Customer Success norms, processes, and KPIs
Excellent communication skills, ability to build relationships and work cross-functionally
Background of hiring, training, and enabling CSMs with strong performance management skills
Experience in working with Digital Customer Success and/or Marketing to drive CS at scale.
Experience driving professional services to deepen customer relationships and accelerate their time to value.
Excellent ability to identify and resolve problems in CS processes
Solid understanding of AI, Enterprise SaaS applications and collaboration technology
What's in it for you
We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.
How we rate this
Vice President Customer Success at Miro rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $100k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where customer success was part of your work. What did you do?
- Tell me about a project where leadership was part of your work. What did you do?
- Tell me about a project where b2b saas was part of your work. What did you do?
- Tell me about a project where account management was part of your work. What did you do?
- Tell me about a project where strategy was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Customer Success, Leadership, B2b Saas, Account Management, and Strategy. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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