Scaled Customer Success Manager, Japan

About the Team

The Scaled Customer Success Management (CSM) team is part of Customer Experience, which also includes Renewals, Customer Education, and Support teams.
CSM partners with our Enterprise-licensed customers to help them continuously collaborate and innovate with Miro, driving high retention and expansion. This globally distributed team brings together diverse skills and backgrounds, enabling creative, customer-focused solutions.

About the Role

As a Scaled Customer Success Manager, you will design and execute scalable customer success strategies that leverage automation tools, customer segmentation, and data-driven insights. This role moves beyond traditional high-touch support to a proactive, portfolio-based engagement model.

As an early member of the team, you will help build and refine world-class playbooks that drive measurable business value across diverse customers of varying size, industry, segment, and geography. Your work will ensure customers reach outstanding levels of activation, adoption, and engagement by the end of each subscription term.

What you’ll do

• Develop and manage scalable 1:many engagement strategies using tools such as Gainsight, Salesforce, and onboarding automation platforms
• Own and continuously improve digital touchpoints, including onboarding automation, webinars, and in-product guidance to drive customer success at scale
• Partner with customers across critical journey milestones — Onboarding, Adoption, Risk Mitigation, and Growth — to ensure their sustained success
• Use data analytics, product usage dashboards, account health triggers, and digital alerts to prioritize accounts and intervene proactively
• Serve as a Miro expert, providing thought leadership and relevant engagement that help customers maximize value
• Maintain accurate and up-to-date account information and report CS activities in Gainsight
• Advocate internally for the voice of the customer by identifying trends and providing actionable feedback to improve Miro’s offerings
• Facilitate workshops and enablement initiatives across a broad customer base and topics

What you’ll need

• Minimum 5 years of experience in Customer Success, Account Management, or related customer-facing roles, preferably in SaaS or high-growth environments
• Proven experience designing and implementing scalable customer engagement programs (e.g., playbooks, lifecycle journeys)
• Familiarity and hands-on experience with CS tools such as Gainsight, Salesforce, and digital engagement platforms like Techtouch
• Strong analytical mindset with the ability to leverage data to drive decisions and prioritize actions
• A proactive, creative, and self-driven approach, with the ability to build trusted relationships across diverse customer segments
• Comfortable managing multiple priorities and collaborating across teams to achieve goals
• Confidence in challenging the status quo and presenting innovative ideas to drive continuous improvement

What's in it for you

• Competitive equity package
• Wellbeing benefit and WFH equipment allowance
• Group Personal Accident Insurance (業務災害総合保険) and Group Long-Term Disability Insurance (団体長期障害所得補償保険).
• Reimbursement for the annual health check
• Annual learning and development allowance to grow your skills and career
• Company-sponsored English lessons
• Travel allowance for your commute