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Miro

Enterprise Customer Success Manager (ROE)

Amsterdam, Netherlands

About the role

Miro is growing its Customer Success team and we are looking for customer-focused individuals to join us! A Customer Success Manager on our Enterprise 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.

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

About the team

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The Customer Success Management team is part of the Customer Experience team, that also includes teams in Renewals, Customer Education, and Support. The teams work with our Enterprise customers to help them collaborate and innovate with Miro continuously, resulting in high retention and expansion rates.

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 a 3 days a week in office culture as our baseline.

What you’ll do

  • Manage a portfolio of roughly 75 Enterprise 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 and give them insight into this by running various activities (Business Reviews, Webinars, Email Campaigns, User Meet-ups, etc.)
  • Work closely with Account Managers to identify up-sell opportunities
  • Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success

What you'll need

  • 2+ years in a customer-facing role in a B2B or B2B2C SaaS company managing a portfolio of around 100 customers
  • Experience with enterprise accounts (large organizations with up to 10K employees)
  • Experience in working cross-functionally on a daily basis. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
  • Strong written and verbal communication skills
  • Passionate and excited about the prospect of helping build out our Enterprise Customer Success processes
  • Quick learner and can work effectively in an ever-changing startup environment
  • Strong interpersonal skills as you collaborate with various stakeholders within Miro
  • Proactive mindset and excellent time management skills
  • Willing and able to travel abroad occasionally

What's in it for you

  • Stock Option Grant
  • Medical Insurance coverage
  • Allowance to facilitate remote working during WFH period
  • Weekly remote team activities to keep the spirits high
  • Opportunity to work for a truly global multicultural team
  • Lunch, snacks and drinks provided when back in the office

 

Job ID: 4810033002
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • Vision Insurance
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
    • Family Support Resources
    • Fertility Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Company Outings
    • Casual Dress
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • Commuter Benefits Program
    • Pet-friendly Office
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Personal/Sick Days
    • Paid Holidays
    • Unlimited Paid Time Off
    • Paid Vacation
    • Volunteer Time Off
  • Financial and Retirement

    • Company Equity
    • 401(K) With Company Matching
    • Stock Purchase Program
    • Relocation Assistance
  • Professional Development

    • Work Visa Sponsorship
    • Leadership Training Program
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

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