Job Description
Senior Manager, Customer Success Strategy & Operations
REMOTE US
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.
About the Role
Miro is looking for an experienced Customer Success Strategy & Operations professional to join our 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 operator
- 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 CS objectives – adoption, utilization, customer value, retention, growth, efficiency
- Lead a team of 3+ 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
Experience:
- 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
Technical Skills:
- 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 – Gainsight experience a must; SFDC a plus
- Project management experience leading large cross-functional projects end-to-end
Soft Skills:
- 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