About the Position

We are looking for a Head of Customer Success for DACH to join our Customer Experience team. In this role, you will lead and coach a team of highly experienced Customer Success Managers and report to the Head of Customer Success EMEA. You will work closely with regional Sales leaders and other cross-functional partners to improve our processes, and to drive adoption, retention, and customer expansion.

About the Team

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

Responsibilities

Coach and lead the team of CSMs serving our DACH customers
Partner with primarily sales and other customer experience teams to help improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention, and expansion
Manage the team to maintain hygiene in account data, health, and other important indicators
Own your team’s revenue and health forecasting
Build and maintain executive relationships for selected accounts in your team’s portfolio
Continuously help innovate via AI transformation and improve processes, practices, and assets to deliver consistently better customer success in a scaling business

Requirements

5+ years of management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization
2 years in Consulting
Fluent in German (a must)
Hiring, training, and enabling CSMs, coaching especially on consultative advising and selling
A solid understanding and great foundation in Customer Success norms, processes, and KPIs
Excellent communication skills, ability to establish relationships at the executive level, and work cross-functionally
Excellent ability to identify and resolve problems in a fast-paced environment
Good understanding of AI transformation, Enterprise SaaS applications, and collaboration technology
Comfortable and willing to be a hands-on contributor
Analytical approach: analyze data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data

We Offer

We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.

About the Company

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 100M 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:

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.

Prepare yourself to go beyond

Here are some helpful tips to ensure you have all the correct information throughout our hiring process.

How we hire

Recruiter Screen: A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
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.
Skill Assessment: An interactive presentation to see your skills in action, based around a particular case study or business problem.
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.
Leadership Round: Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.

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Ready to go beyond?

Apply for Head of CS, DACH

Department: Customer Experience

Locations: Munich

Job Requisition ID: JR002042

Global Demographic Questionnaire

At Miro, we're committed to building a diverse and inclusive workplace where everyone can thrive. Your unique perspectives empower us to innovate and drive positive change.

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Head of CS, DACH

Job description