Portfolio Customer Success Lead

About the Team

The Portfolio Customer Success Management team (CSM) is part of the Customer Experience organization, which also includes Renewals, Customer Education, 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. This team is highly collaborative and works together to find creative solutions to engage our customers. The team is composed of members all over the globe with diverse skills, backgrounds and experiences which leads to innovative ideas and solutions. 

About the Role

As a leader of the Portfolio CSM team in EMEA, you will mentor, develop, hire, onboard, and monitor a group of Portfolio CSMs. The EMEA Portfolio customer base represents a market that is growing steadily that needs a relationship-building, empathetic CSM lead in-region. You will guide your team's efforts in developing data-driven proactive motions to reach our customers at the right time and achieve high-touch engagements at scale. This includes people managing the team, ensuring the team hits their KPIs, working on cross-functional projects, aiding in customer executive partnerships, and helping to develop new plays. This lead must be collaborative with a strong ability to work in a global group setting to provide feedback and ideas, and to challenge the status quo. While striving to achieve our goals, we also prioritize maintaining a collaborative, creative, and well-balanced culture.

What you’ll do

• People manage a team of high-performing EMEA Portfolio CSMs who manage customers across a variety of industries and sizes
• Guide, mentor, and advise your team in managing strategic customer interactions and projects including renewals, maturity models, and workflow consultations
• Work across geographies and achieve global team KPIs. Targets are determined each quarter around gross retention and monthly active usage
• Be responsible for various playbooks to find successful, repeatable plays for our customers. Effectively manage these projects that will improve internal processes and/or impact our customers' experience
• Partner cross-functionally to align on the customer journey and ensure communication between teams (sales, renewals, data, ops, marketing, product, etc)
• Build executive relationships with customers and handle any escalations
• Work with Customer Success leadership to drive feedback

What you’ll need

• 3+ years of experience people managing customer-facing teams in a SaaS environment
• 3+ years working with a scaled, pooled, or large book of customers across various lifecycle stages
• Strong operational discipline with an analytical, data-based, and process-oriented mindset and approach
• Ability to coach, mentor, and guide team members toward the highest results
• Adaptable, creative, and innovative in your outreach to customers and team
• Experience being a relationship and business builder with a proven track record of doing this with customers and internal groups
• Excellent communication skills along with an ability to work cross-functionally

What's in it for you

• Competitive equity package
• Health insurance for you and your family
• Corporate pension plan
• 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
• Opportunity to work for a globally diverse team