Vice President Customer Success

The role

You will build, coach, and lead the Americas and Japan/Apac Customer Success teams. You will partner with sales and professional services leaders to drive regional strategy and build executive relationships at enterprise customers.

What you will do

• Build, coach and lead the Americas and Japan/Apac Customer Success teams
• Partner with sales leadership and other functions to improve customer lifetime value
• 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 largest customers to establish executive relationships
• Participate and contribute in formulating key strategic decisions
• Demonstrate Miro's behaviors and values to drive an inclusive and engaged culture

Required qualifications

• 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
• 7+ 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 AI, Enterprise SaaS applications and collaboration technology

Benefits

• Equity
• Wellbeing benefit
• WFH equipment allowance
• Annual Learning & Development stipend

About the company

Miro is a visual workspace for innovation that enables distributed teams to build the next big thing. The company is co-headquartered in San Francisco and Amsterdam and serves more than 100M users.