Head of CS, DACH

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.

About the Role

Miro 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 do

• 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
• You will 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

What you’ll need

• 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 exec level and work cross-functionally
• Excellent ability to identify and resolve problems in fast pace environment
• Good understanding of AI transformation, Enterprise SaaS applications and collaboration technology
• Comfortable and willing to be a hands-on contributor
• Analytical approach: analyse data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data

What's in it for you

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. https://miro.com/app/board/uXjVG8Fi8Yc=/?moveToWidget=3458764661&cot=10

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