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Senior Manager, Customer Success Strategy & Operations

Company: Miro
Location: Austin
Posted on: May 15, 2022

Job Description:

About 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 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, Renewal Management, Customer Education, and Support) with their key practices and processes, as well as wider initiatives spanning across several organizations. Each role at Miro is based at one of our physical hubs and we look for talent that want to be part of these local, collaborative communities. Mironeers work in a hybrid model, with a 3 days a week in office culture as our baseline.

About The Role

Miro is looking for an experienced Customer Success Strategy & Operations professional to join our growing team. You will be responsible for leading and managing Miro's CS Ops team, and for the operational success of our Customer Success function. You will partner with Customer Success leadership and will be their trusted partner in defining objectives and strategy, and in implementing processes that scale.

What You'll Do
Provide thought partnership to Customer Success leadership, serving as a trusted strategic advisor and operational "chief of staff"
Prioritize requests, projects and initiatives into a multi-quarter roadmap and serve as end-to-end DRI for prioritized strategic projects
Implement programs that move the needle on the core CSM objectives - adoption, utilization, customer value, retention, growth
Grow and lead a team of 4+ Ops ICs dedicated to supporting the Customer Success org
Conduct and/or direct analyses to support strategic decision making, using own skills, Ops IC resources, and Analytics resources
Oversee CS Tool management, including Gainsight, to optimize CSM Leadership & ICs' customer visibility, prioritization, and other programs
Implement Key Performance Indicator design, reporting, visibility, and management, and translate into an operational cadence that enables business decisions
Influence cross-functional teams' roadmaps to ensure we are able to deliver against our own roadmap
Direct annual planning for CS Org, including capacity and headcount planning, org design, supporting GTM strategic decisions, systems and tool updates, territory planning, organizational change

What You'll Need
6+ years total work experience, with 2-3+ years of relevant Customer Success Ops experience at a well-established B2B SaaS organization
2+ years people management experience
Previous experience as a Customer Success Manager a plus; previous experience in consulting a plus
Strong analytical skills and an interest in working with data - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
Sales/CSM Tool administration and/or reporting experience - in one or more of SFDC, Gainsight, Totango
Project management experience leading large cross-functional projects end-to-end
Ability to partner with senior leaders in Customer Success and Revenue Operations, serving in an advisory role and supporting strategic decision-making
People management skills: people development, coaching, delegation
Ability to work independently and drive projects from start to finish in a fast paced environment
Highly collaborative, team oriented, and comfortable leading cross-functional projects
Designing, implementing, and running scalable processes and programs
Professional writing and communication skills for both customer and executive audiences

What's In It For You
Excellent Medical, Dental + Vision health benefits
Competitive salaries + Flexible time off
401k matching + Competitive equity package
Free lunches + Office snacks
Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
Distributed team across offices globally

About Miro

Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies. Miro is trusted by Dell, Cisco, Deloitte, Okta, Shopify, and many more global companies of all sizes.

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!

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.

Keywords: Miro, Austin , Senior Manager, Customer Success Strategy & Operations, Executive , Austin, Texas

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