Minato City, Japan

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!

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.

About the Team

The Portfolio 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.
This team is highly collaborative and works together to find creative solutions to engage our customers. The team is composed of members from all over the globe with diverse skills, backgrounds, and experiences which leads to innovative
ideas and solutions.

About the Role

As a Portfolio Customer Success Manager, you will help create a new approach to Customer Success at scale!
As an early hire in this role, you’ll be innovative, collaborative, and agile in your approach -helping the team build a world-class Portfolio Customer Success program. Using experimentation, data, and technology you will help develop repeatable playbooks to drive business value across a broad set of customers; of various sizes, industries, segments, and geography. In short, you’ll build Customer Success in a programmatic way. At the end of each subscription term, we should have highly engaged customers as defined by outstanding activation, active usage, and engaged usage metrics.

What you`ll do

● Work with a variety of customers during critical achievements of the customer journey
(Onboarding, Adoption, Risk Mitigation, Growth) to ensure their success
● Through experimentation, identify and build strategies and repeatable playbooks to retain and grow Miro Customers by mitigating risk and increasing important metrics
● Rely on data analytics and triggers like product usage dashboards, account health triggers, digital strategy alerts, and account indicators to know what accounts to prioritize
● Be a Miro expert, providing customers with the thought leadership they need to drive success with Miro through relevant engagements
● Keep account information up to date and organized, ensure accurate reporting of CS engagements in Gainsight
● Advocate for the voice of the customer internally at Miro, identifying customer trends and providing internal feedback on how Miro can better serve our customers.
● Facilitates workshops and enablement across a broad group of customers and topics

What's in it for you

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Miro Japan- Senior Customer Success Manager

About the Role