Customer Success Operations Manager, Miro
+ Equity
2-5 days a week in office
Visual workspace for innovation.
Open for applications
Visual workspace for innovation.
1001+ employees
Open for applications
+ Equity
2-5 days a week in office
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- 5+ yrs work experience, with 2+ in a CS Ops role (preferably in B2B SaaS)
- Previous experience as a Customer Success Manager a plus
- Sales/CSM Tool administration and/or reporting experience - Gainsight a must, SFDC a plus
- Strong analytical skills and an interest in working with data to support decisions and processes - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
- Experience or strong interest in managing Territory planning for a CS org a plus
- Project management experience leading large cross-functional projects end-to-end
- Ability to partner with leaders in Customer Success and Revenue Operations, serving in an advisory role and supporting strategic decision-making
- Ability to work independently and drive projects from start to finish in a fast paced environment
- Professional writing and communication skills for both customer and executive audiences
What the job involves
- Miro’s Customer Success Strategy & Operations team sits within the broader Customer Experience Operations team, and collaborates closely with business partners in Customer Success and Digital Success in an embedded fashion.
- CX Ops is part of the Revenue Operations function, and provides dedicated support to each of the Customer Experience functions (Customer Success, Renewals, Scaled Customer Experience, Customer Education, Professional Services, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations
- Miro is looking for an experienced Customer Success Strategy & Operations professional to join our growing team as a CS Strategy & Ops Manager to partner with our EMEA Customer Success team.
- You will be responsible for leading and managing a number of high priority CS-focused Strategic Projects end-to-end.
- You will serve as an Operational partner to CS leadership in defining objectives and strategy, implementing processes that scale, and measuring their impact
- Provide partnership to Customer Success leadership in support of their OKRs and highest priority initiatives
- Prioritize requests, projects and initiatives and serve as end-to-end owner for prioritized strategic projects
- Plan, execute, and oversee run-the-business initiatives such as territory planning, reporting & operational cadences, systems and data maintenance
- Implement programs that move the needle on the core CSM objectives & KPIs - adoption, utilization, customer value, retention, growth, efficiency
- Conduct and/or direct analyses to support strategic decision making, using own skills and Analytics resources
- Design, build, and QA workflows and programs in Gainsight to support EMEA CS org
- Design and implement reporting to measure effectiveness and impact of the business and programs
- Influence cross-functional teams’ roadmaps to ensure we are able to deliver against our own roadmap
- Coordinate enablement and change management to the Customer Success teams
Salary benchmarks
Our take
Millions of employees worldwide have moved to remote working, but existing tools are holding back the potential for collaboration. Tools such as Zoom and Microsoft Teams already provide remote communication platforms to millions of users, but they generally compromise on features required to emulate the team collaboration experience.
Miro has created a platform that provides enterprise tools such as collaborative whiteboards and mind-map software into an accessible and integrated service. As opposed to providing an 'all-in-one' add on, Miro allows businesses to customize and integrate the tools and resources within their individual platform to cater to the team's specific requirements.
Miro’s initial strategy of offering free and discounted subscriptions and then moving to paid models has paid off. The platform currently has over 35 million users and is trusted by enterprises such as VMware, Zendesk and Frog. As part of its ongoing battle with Zoom, Miro acquired video-chat startup Around in 2022, to remain competitive in the market.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2022
$400m
SERIES C
Apr 2020
$50m
SERIES B
Total funding: $476.8m
Company benefits
- Competitive equity package
- Medical insurance coverage
- Travel allowance for your commute
- Lunch, snacks and drinks provided
- Allowance to facilitate remote working during WFH period
- Weekly team activities (even virtually) to keep the spirits high
- Opportunity to work for a truly global team
- Inspiring workplace in the heart of the city
Company values
- Play as a team to win the world - We work, learn, and celebrate in collaboration rather than alone.
- Focus on impact and make it happen - We dream big, prioritize outcomes that matter most, and own our commitments.
- Learn, grow and Drive change - We reflect openly on our successes and failures and apply learnings for our work, team, and self-development.
- Practice empathy to gain insight - We look from the perspectives of customers, users, and each other, to deepen understanding.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Andrey Khusid
(CEO)Prior to Miro, they founded Vitamin Group specialising in digital technologies and multimedia projects.
Oleg Shardin
(Board Member)They have a Master's degree in Strategic Management. They founded the Vitamin Group in 2005 prior to founding Miro. Initially served as COO for Miro.
Diversity, Equity & Inclusion at Miro
Isabelle Kappetein (Diversity and Inclusion Specialist )
- We are very proud of our 12 Employee Resource Groups. These Mironeer-led spaces help foster a diverse, inclusive workplace, that’s aligned with our values and our collaborative mindsets. With over 100 nationalities represented working from 12 hubs in 8 different countries, our global community flows beyond borders.
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