Chief Customer Officer

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.

About the Role

Miro is looking for a Global Customer Experience Leader responsible for our growing Enterprise customer base globally. In this role you will build, coach, and lead an amazing team comprising of Customer Success Managers, Support, Customer Education and Renewal Managers. Furthermore, you will partner closely with our regional Sales Leaders and other cross-functional partners to drive strategy, build senior executive relationships at our enterprise customers, ensure we drive value, and continuously improve adoption and retention.

What you’ll do

• Build, coach and lead the Customer Experience team
• Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
• Drive the team to hit Key Performance Indicators
• Mentor the team to maintain account hygiene, health, and indicators
• Participate in revenue and health forecasting
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Personally work with our largest customers (10K+ employee size) to establish executive relationships
• Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
• As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture

What you’ll need

• 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management with a consistent track record of meeting targets
• 5+ years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
• Have successfully lead Director level leaders in the past
• Strong foundation in the Customer Success norms, processes, and KPIs
• Excellent communication skills, ability to build relationships and work cross-functionally
• Background of hiring, training, and enabling CSMs with strong performance management skills
• Experience in working with Digital Customer Success and/or Marketing to drive CS at scale.
• Experience driving professional services to deepen customer relationships and accelerate their time to value.
• Excellent ability to identify and resolve problems in CS processes
• Solid understanding of Enterprise SaaS applications and collaboration technology
• Comfortable and willing to be a hands-on contributor

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

The reasonably estimated salary range is specific to San Francisco and may not be applicable to other locations. The range for this role is $288.000 to $360.000. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.

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 90M 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!

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/mirohq/

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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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