Vice President Customer Success

About the role

This leadership position involves guiding the global customer success strategy, focusing on building and developing a team of customer success managers. You will collaborate with sales and professional services leaders to enhance customer relationships, ensure product value, and improve adoption and retention for enterprise clients.

Key facts

What you'll do

• Build, coach, and lead customer success teams across the Americas and Japan/APAC regions.
• Work with sales and other departments to increase customer lifetime value through better product adoption, customer satisfaction, and retention.
• Guide the team to achieve key performance indicators.
• Mentor the team on maintaining account health and hygiene.
• Contribute to revenue and health forecasting.
• Partner with stakeholders to create and deliver an excellent customer experience.
• Directly engage with executives at Miro's largest customers (over 10,000 employees).
• Help shape strategic decisions as part of the CS leadership team.
• Model Miro's values to foster an inclusive and engaged workplace culture.

Requirements

• 10+ years of experience in strategic or enterprise customer success or account management leadership, consistently meeting targets.
• 7+ years leading customer success or account management teams at a high-growth B2B SaaS company.
• Proven experience leading Director-level managers.
• Strong understanding of customer success principles, processes, and KPIs.
• Excellent communication skills, with an ability to build relationships and work across departments.
• Experience hiring, training, and enabling CSMs, with strong performance management skills.
• Experience working with digital customer success or marketing to scale CS efforts.
• Experience driving professional services to deepen customer relationships and accelerate value realization.
• Strong ability to identify and resolve issues in CS processes.
• Solid understanding of AI, enterprise SaaS applications, and collaboration technology.

Practical notes

Benefits may vary by location. A global benefits board is available for more details.