Senior Customer Success Specialist

About the Team
Miro's Customer Experience organisation 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 within our Strategic Customer Success team for the ANZ region. Our team partners with some of Miro's most impactful customers to drive outcomes that matter; whether that's accelerating agile transformation, scaling innovation workflows, or embedding Miro into key business processes. We act as trusted strategic partners by connecting our product capabilities to customer priorities, enabling long-term success and measurable value.
About the Role

We're looking for a Strategic Customer Success Manager to join our ANZ team and help drive long-term value for some of our most important customers. In this role, you'll act as a trusted advisor, connecting Miro to strategic priorities, enabling adoption through critical workflows in Engineering, Product and Design, and building deep, multi-threaded relationships across your accounts. You'll lead key engagements like Success Planning, customer onsites, and Business Reviews and act as the voice of the customer within Miro through close cross-functional collaboration.

What you'll do

• Own and manage a portfolio of approximately 20-25 customers across the Strategic and Enterprise segments, ensuring long-term partnership success
• Align Miro's product capabilities to customer business priorities through tailored, high-touch engagements that drive product adoption, demonstrate impact across core use cases and maximize ROI
• Lead ongoing strategic conversations including regular cadence meetings, Joint Success Plans (JSPs), Business Reviews and executive-level engagements
• Collaborate with internal stakeholders to influence key customer health metrics such as activation, engagement (MAU) and adoption
• Proactively assess and improve customer health using a data-driven approach to identify risks and opportunities, leveraging tools like Gainsight, Outreach and Looker
• Contribute to a culture of operational excellence by applying and sharing best practices across the team
• Collaborate closely with cross-functional partners such as Sales, Renewals, Services and Solutions Engineering to drive customer outcomes and account success

What you'll need

• 3+ years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts
• 2+ years experience in a B2B or B2B2C SaaS company
• 1+ year of experience at a top-tier management consultancy or in a consulting-focused role
• Proven experience in a consulting firm with a strong track record of strategic problem solving, client management, and cross-functional project delivery
• Proven success managing a portfolio of strategic and/or enterprise accounts (large multinational organizations with more than 10K employees)
• Ability to deeply understand client business goals, act as a trusted advisor, and align value through thoughtful discovery and a consultative approach
• Ability to build and maintain strong relationships across a wide range of internal and external stakeholders. Additional experience working with Engineering, Product and Design teams is a strong plus
• Comfortable collaborating cross-functionally with internal partners such as Sales, Renewals, Services, Product and Support teams
• Proficient in using customer success and data analytics tools (e.g. Gainsight, Looker) to identify trends, risks and opportunities
• Excellent communication, storytelling, and stakeholder management skills

What's in it for you

• Competitive equity package
• Private health insurance program
• Salary continuance insurance and Life insurance coverage
• Free lunches on in-hub days with fully stocked snacks and drinks
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Opportunity to work for a globally diverse team

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 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 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

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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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