Strategic Customer Success Manager (Nordics)

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 on our Strategic Customer Success team for the Nordics region. 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. Learn more here.

About the Role

Miro is growing its Customer Success organization, and we are looking for empathetic, customer-centric individuals to join our team!  A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro.  In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio.  You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts.  You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro.

What you’ll do

• Own and manage a portfolio of up to 15-20 strategic enterprise customers, ensuring long-term partnership success
• Become a Miro product expert and guide customers in aligning product capabilities to their key business objectives
• Drive product adoption by partnering with Professional Services and Scaled Education teams to ensure smooth onboarding for new users and teams
• Deliver high-touch, value-driven engagements that demonstrate Miro’s impact and help customers maximize ROI
• Lead ongoing strategic conversations including Monthly Syncs, Joint Success Plans (JSPs), QBRs, and C-level engagements
• Collaborate with internal stakeholders to drive customer health metrics such as activation, engagement (MAU), and product adoption
• Proactively identify, monitor, and improve the health of each customer account, using data to inform strategy
• Develop and share best practices that support account expansion, renewals, and long-term customer success
• Work closely with Sales and Renewals teams to retain and grow key accounts through cross-functional collaboration
• Leverage tools such as Gainsight, Outreach, and Looker to prioritize activities, track impact, and manage your portfolio effectively

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
• Experience with enterprise accounts (large multinational organizations with more than 10K employees)
• Consistent track record of handling small but strategic portfolios of large Enterprise Accounts
• Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
• Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side
• Strong written and verbal communication skills
• Excellent listening skills, customer-centric mentality and empathy towards users and customers
• Ability to recognize & increase business value as well as internal opportunities
• Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space
• Fluency in English and one or more of the Nordic languages (Swedish, Danish or Norwegian) is a plus

What's in it for you

• Competitive equity package
• 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
• Opportunity to work for a globally diverse team