Strategic Customer Success Lead

1 week ago

Sydney, New South Wales, Australia Miro Group Full time
About the Role

We are seeking a highly skilled Strategic Customer Success Manager to join our team at Miro Group. As a key member of our Customer Success team, you will play a critical role in driving customer growth, retention, and satisfaction.

Your primary responsibility will be to manage a portfolio of strategic customers, ensuring they achieve their visual collaboration objectives through the use of Miro's platform. You will work closely with our customers to understand their needs, identify opportunities for growth, and develop tailored solutions to maximize their value from our services.

Key Responsibilities
  • Manage a portfolio of approximately 25 strategic customers, providing proactive support to ensure their success and growth.
  • Maximize customer retention metrics by developing and implementing effective strategies to deepen customer relationships and increase customer satisfaction.
  • Become a subject matter expert in Miro's product, using this knowledge to guide customers toward their desired outcomes through scaled engagements.
  • Identify, track, and improve the health status of each customer, ensuring they achieve their goals and objectives.
  • Ensure product adoption by onboarding new customers and new teams, providing training and enablement to maximize their value from Miro.
  • Work closely with Account Managers to identify additional license opportunities and develop best practices for new customer onboarding and customer growth/renewal.
Requirements
  • Proven experience of at least 3 years in customer-facing roles, with a strong track record of driving customer growth and retention.
  • A love for experimenting and trying new ideas without fear of iterating and failing.
  • Experience and confidence in interacting with a variety of customers at different stages in their journey.
  • Experience working in a SaaS environment, with a strong understanding of customer success principles and practices.
  • Ability to prioritize workload and ask for help when needed.
  • Motivated by working with customers to ensure they achieve their goals.
  • Confident presenting new ideas and challenging the status quo.
What's in it for you

We offer a competitive equity package, private health insurance program, salary continuance insurance, and life insurance coverage. You'll also enjoy free lunches on in-hub days, fully stocked snacks and drinks, wellbeing benefits, WFH equipment allowance, and an annual learning and development allowance to grow your skills and career.

As a member of our team, you'll have the opportunity to work for a globally diverse team, collaborate with talented individuals, and contribute to creating a supportive, welcoming, and innovative environment.

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