Head of CS, DACH

About the TeamThe 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.

About the RoleMiro is looking to hire a Head of CSM for DACH. In this role you will lead and coach a team of highly experienced Customer Success Managers and you will report to the Head of Customer Success EMEA. Next to managing this team, you will work closely with the regional Sales leaders and other cross-functional partners to improve our processes, and to drive adoption, retention and customer expansion.

What you’ll doCoach and lead the team of CSMs serving our DACH customersPartner 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 expansionManage the team to maintain hygiene in account data, health, and other important indicatorsOwn your team’s revenue and health forecastingYou will build and maintain executive relationships for selected accounts in your team’s portfolioContinuously help innovate via AI transformation and improve processes, practices and assets to deliver consistently better customer success in a scaling businessWhat you’ll need5+ years of management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization2 years in ConsultingFluent in German a mustHiring, training, and enabling CSMs, coaching especially on consultative advising and sellingA solid understanding and great foundation in Customer Success norms, processes, and KPIsExcellent communication skills, ability to establish relationships at exec level and work cross-functionallyExcellent ability to identify and resolve problems in fast pace environment Good understanding of AI transformation, Enterprise SaaS applications and collaboration technologyComfortable and willing to be a hands-on contributorAnalytical approach: analyse data and turn that into strategy & execution.

Coach your team on how to prioritize & execute using dataWhat's in it for youWe 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.#LI-ED1About MiroMiro 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: Youtube: Blog: Instagram: 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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