Strategic Customer Success Manager

Miro, Inc.

Job Overview

Location

London, UK

Job Type

Full-time

Full Job Description

📋 Description

• Strategic Customer Success Manager at Miro, Inc. in London, UK, responsible for ensuring enterprise customers realize value from their investment in Miro’s visual collaboration platform by acting as a strategic partner and voice of the customer within the organization.
• Manage a portfolio of UKI-based strategic accounts with £100k+ in annual revenue, driving adoption, retention, and expansion through deep customer understanding, joint success planning, and proactive engagement with key stakeholders across functions and levels.
• Collaborate with the Northern Europe Customer Success team, part of Miro’s global Customer Experience organization that includes Renewals, Support, and Education, all aligned to empower customers to innovate and create the next big thing.
• Develop expertise in Miro’s platform and AI-enhanced features to guide customers toward desired business outcomes, diagnose adoption gaps, and co-create outcome-driven plans that maximize realized value and long-term partnership success.
• Partner with Sales, Renewals, Product, and Support teams to improve customer health metrics (Activation, MAU, Engagement), identify expansion opportunities, and ensure seamless handoffs and coordinated account strategies.
• Utilize industry-standard tools including Gainsight for customer health scoring, Outreach for engagement sequencing, and Looker for data-driven insights to prioritize actions and track portfolio performance.
• Build and refine best practices for customer growth and renewal, contribute to playbooks, and share learnings across the global Customer Success organization to elevate team effectiveness.
• Serve as the voice of the customer internally, feeding insights into Product, Marketing, and Leadership to influence roadmap decisions and improve overall customer experience.
• Grow professionally by developing strategic account management, cross-functional leadership, and data-informed decision-making skills in a fast-scaling, innovative SaaS environment with global impact.
• Contribute to Miro’s mission of empowering teams to create the next big thing by enabling customers to drive innovation, collaboration, and transformation through the Miro platform.

🎯 Requirements

• 5+ years of experience in Customer Success or a B2B client-facing role within a SaaS, B2B, or B2B2C environment, or in strategic consulting managing complex enterprise accounts.
• Proven track record of managing a strategic portfolio of large enterprise accounts, consistently delivering value, retention, and expansion.
• Demonstrated ability to work cross-functionally daily, acting as a bridge between customers and internal teams including Sales, Product, Support, and Engineering.
• Strong experience engaging with decision-makers across levels and departments, establishing credibility and influencing outcomes at the executive level.
• Experience designing and executing large-scale adoption plans that drive measurable business outcomes and platform utilization.
• Excellent written and verbal communication skills, with exceptional listening abilities and a customer-centric, empathetic mindset.
• Ability to identify and amplify business value for customers while recognizing internal opportunities for process improvement and collaboration.
• Thrives in a constantly evolving scale-up environment, thinking beyond role boundaries with a big-picture mindset and proactive, collaborative approach.
• Excellent time management and organizational skills, capable of managing multiple complex accounts and simultaneous priorities effectively.
• Familiarity with or strong curiosity about SaaS trends and AI technologies, particularly as they apply to customer collaboration and productivity platforms.
• Fluency in English, both written and spoken, essential for engagement with UKI and global stakeholders.

🏖️ Benefits

• Equity participation as part of Miro’s global benefits package, aligning employee success with company growth and long-term value creation.
• Wellbeing benefit to support mental, physical, and emotional health, reflecting Miro’s commitment to holistic employee wellness.
• WFH (Work From Home) equipment allowance to ensure a productive and comfortable remote or hybrid work setup.
• Annual Learning & Development stipend to support continuous growth, skill-building, and professional advancement.
• Opportunity to work with a diverse, global team of over 1,600 employees across 13 hubs, fostering inclusion, collaboration, and innovation.
• Access to Miro’s mission-driven culture centered on empowering teams to create the next big thing, with a strong emphasis on belonging, diversity, and psychological safety.
• Flexibility to work in a hybrid model based in London, with access to Miro’s local hub and collaboration with Northern Europe and global teams.
• Exposure to cutting-edge visual collaboration and AI-enhanced tools used by 100M+ users and 250,000+ companies worldwide.
• Career growth potential within a rapidly scaling Customer Success organization in a market-leading SaaS company backed by strong investor support and global brand recognition.

Skills & Technologies

REST

Hybrid

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Miro, Inc.

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About Miro, Inc.

Miro is a visual collaboration platform that enables distributed teams to create, design, and manage projects using digital whiteboards, templates, and integrated workflows. Teams map processes, brainstorm ideas, and run workshops in real time or asynchronously on an infinite canvas, while enterprise-grade security, SSO, and admin controls support large-scale adoption across product, design, engineering, and consulting organizations worldwide.

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