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 North America on the Enterprise Customer Success Team based out of our Austin, TX 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 Miro is growing its Customer Success organization, and we are looking for customer-centric individuals! An Enterprise Customer Success Manager has many responsibilities - from crafting a rollout plan to establishing key relationships with both new and existing customers to co-creating a narrative around the value achieved with Miro.

　　You will impact our customers immensely by helping them outline their visual collaboration objectives through the creation of a joint success plan. This plan will serve as the foundation to drive value across their journey with Miro.

　　By building significant relationships with each Enterprise customer from their first day with Miro, you will understand our customer's needs and proactively identify ways in which they can interact with Miro to achieve their goals!

　　What you’ll do You will be responsible for handling a book of between 25-35 Enterprise customers and your core areas of focus will include assuming ultimate responsibility around driving gross revenue retention, increasing license activation across this book of business via a high touch engagement model, and along the way finding potential areas of opportunity for growth. 

　　Have a keen eye on ensuring retention and growing usage and adoption across your book Uncover key contacts willing to partner around understanding the customer’s business objectives and developing strategies to achieve those objectives via co-development of a success plan Drive Miro product adoption by collaborating with customers to understand their various lines of business and respective use case needs - work to devise an enablement plan Identify, improve, and lead all aspects of the health status of each of your customers Analyze data and use playbooks to drive both proactive and reactive engagements with the customer in the spirit of delivering impact to the customer journey Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes Participate in internal initiatives that inform the future of the Customer Success program at Miro What you’ll need 3-5+ years working as either a consultant at a professional service organization or in a Customer Success role  Proven experience working with large enterprise customer customers, minimum 1 year Proven experience working with and influencing key decision makers (VP level and above decision makers) Demonstrable experience working on complex, cross-functional projects Experience working in a fast-paced environment and ability to adapt to change Willing and able to travel as needed Ability to work independently and prioritize tasks A proactive mentality and a general curiosity to seek to understand Visual Collaboration, Agile methodology, and Gainsight knowledge are a plus (not required) What's in it for you 401k matching + Competitive equity package Excellent Medical, Dental and Vision health benefits Fertility & Family Forming Benefits Flexible time off 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 Up to $2,000 of charitable donation matches each year About Miro Miro provides a visual workspace for innovation that enables distributed teams of any size to dream, design, and build the future together. Our mission is to empower teams to create the next big thing by creating a place where teams can create together seamlessly, regardless of location. 

　　Today, more than 50 million users in 180,000 organizations including Nike, Ikea, Deloitte, WPP, and Cisco depend on Miro to improve product development collaboration, to speed up time to market, and to make sure that new products and services deliver on customer needs.

　　Miro's visual workspace enables distributed teams to come together to synthesize information, develop strategy, design products and services, and manage processes all throughout the innovation lifecycle. When you look at a Miro Board, you can see hundreds of collaborators moving through the space as named cursors on the screen designing, contributing ideas, providing feedback, and co-creating together with shared tools and information. 

　　Everyone in Miro has access to the same shared capabilities designed for innovation including diagramming, wireframing, real-time data visualization, and built-in support for agile practices. Miro's workspace is integrated with more than 130 other applications including Jira, Azure DevOps, Asana, Zoom, Slack, and Teams, many of which offer two-way integrations and can be dynamically updated directly from Miro.

　　Miro enables organizations to accelerate time to market and ensure continuous alignment with customer needs and company strategy. In most organizations, Miro is used by product development teams looking for a new, better way to drive innovation. However, we see more teams including marketing, sales, management consulting, architecture, creative design, and HR that are increasingly applying innovation methodologies such as design thinking and agile practices and adopting Miro for this work.

　　Check out more about life at Miro: 

　　Youtube: https://www.youtube.com/@lifeatmiro Blog: https://miro.com/careers/life-at-miro/all/ Instagram: https://www.instagram.com/wearemiro/ 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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