Customer Success Operations Manager
MiroAbout the Team
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 GTM Ops function, and provides dedicated support to each of the Customer Experience functions (Customer Success, Renewals, Professional Services, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations.
About the Role
What you’ll do
- 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, headcount modeling, 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 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
What you’ll need
- 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's in it for you
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- 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
- Up to $2,000 of charitable donation matches each year
The reasonably estimated salary range is specific to New York and may not be applicable to other locations. The range for this role is $128,800- $161,000. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.
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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 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:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
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.
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