Head of Customer Success DACH

Customer Experience, Munich, DE

About the Team

The Customer Success Management team (CSM) is part of Customer Experience, which also includes Professional Services, Renewals, Customer Education, and Support teams. CSMs work with our Enterprise-licensed customers to help them collaborate and innovate with Miro, resulting in high retention and expansion rates.

About the Role

Miro is looking to hire a Customer Success Lead to be responsible for our Enterprise customer base in DACH. In this role you will build, coach, and manage a team of Customer Success Managers and also develop relationships with the largest Customers in the area. Furthermore, you will work closely with the regional Sales leaders and other cross-functional partners to improve our processes, drive adoption, retention, cross and upsell.

What you’ll do

  • Build, coach and mentor a team of Customer Success Managers
  • Partner with the Sales Leader and other functions to improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion, in particular
  • Drive the team towards 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  to establish executive relationships
  • Participate in formulating key strategic decisions as a part of the EMEA CS and the DACH leadership Teams

What you’ll need

  • 10+ years of work experience, with 5+ years in a leadership role and 5+ years experience in Strategic or Enterprise (High Touch) Customer Success with a consistent track record of meeting targets
  • 2+ years as a Leader of Customer Success, Consulting or Account Account at high-growth B2B SaaS company
  • Experience managing leaders
  • 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 in a fast paced environment
  • 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

  • Competitive equity package
  • Corporate pension plan
  • 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
  • Travel allowance for your commute
  • 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 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 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: 

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.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

  • 02. Hiring Manager

    The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

Ready to go beyond?