Head of Customer Success Emerging Markets

About the Team

About the Role

Miro is looking to hire a Customer Success Lead to be responsible for our Enterprise customer base in the Emerging Markets region (Mostly Benelux/Finance/Spain/Italy but also the remaining of EMEA not covered by our major regions). In this role you will build, coach, and manage a team of Customer Success Managers and also develop relationships with the largest Customers in the area. Furthermore, you will work closely with the regional Sales leaders and other cross-functional partners to improve our processes, drive adoption, retention, cross and upsell.

What you’ll do

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• Build, coach and mentor a team of Customer Success Managers
• Partner with the Sales Leader and other functions to improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion, in particular
• Drive the team towards Key Performance Indicators
• Mentor the team to maintain account hygiene, health, and indicators
• Participate in revenue and health forecasting
• Partner with stakeholders to define and deliver on a best-in-class customer experience
• Personally work with our largest customers  to establish executive relationships
• Participate in formulating key strategic decisions as a part of the EMEA CS and the Emerging Markets leadership Teams

What you’ll need

• 8+ years of work experience, with 2+ years in a leadership role and 5+ years experience in Strategic or Enterprise (High Touch) Customer Success with a consistent track record of meeting targets
• 2+ years as a Leader of Customer Success, Consulting or Account Account at high-growth B2B SaaS company
• Strong foundation in the Customer Success norms, processes, and KPIs
• Excellent communication skills, ability to build relationships and work cross-functionally
• Background of hiring, training, and enabling CSMs with strong performance management skills in a fast paced environment
• Excellent ability to identify and resolve problems in CS processes
• Solid understanding of Enterprise SaaS applications and collaboration technology
• Comfortable and willing to be a hands-on contributor

• Experience managing leaders

What's in it for you

• Competitive equity package
• Medical insurance coverage
• 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
• Travel allowance for your commute
• Opportunity to work for a globally diverse team
• Inspiring workplace in the heart of Amsterdam