Vice President Customer Success
At a glance
Leadership Customer Success role at realtimeboardglobal. New York.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Build, coach, and lead Customer Success teams across the Americas and Japan/APAC
- Work with sales and other functions to lift adoption, customer value, retention, expansion, and satisfaction
- Keep teams focused on KPIs while maintaining account health, hygiene, and leading indicators
- Join revenue and customer-health forecasting, and help shape strategic decisions for CS leadership
- Develop executive relationships with the largest enterprise customers and improve their experience
What you bring
- At least ten years leading Strategic or Enterprise Customer Success or Account Management with consistent target attainment
- At least seven years managing Customer Success or Account Management teams in a high-growth B2B SaaS company
- Experience leading Director-level leaders and building, training, enabling, and performance-managing CSMs
- Strong command of Customer Success processes and KPIs, with clear communication and cross-functional relationship skills
- Experience scaling CS through Digital Customer Success or Marketing, and using Professional Services to increase customer value
Who this fits
This role suits a senior Customer Success executive who has led leaders across multiple regions and personally handled large enterprise relationships. You should be comfortable partnering with Sales, Professional Services, Marketing, and other functions while driving adoption, retention, expansion, and forecasting. The role is based in New York, and it centers on leading Americas and Japan/APAC teams.
From the employer
- Build, coach and lead the Americas and Japan/Apac Customer Success teams
- Partner with sales leadership and other functions to improve customer lifetime value (CLV) through higher product adoption, customer value, health scores, customer satisfaction, retention and expansion
- Drive the team to hit 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 (10K+ employee size) to establish executive relationships
- Participate and contribute in formulating key strategic decisions as a part of the CS leadership team
- As a senior leader you will continually demonstrate Miro’s behaviors and values to drive an inclusive and engaged culture
- 10+ years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management leadership with a consistent track record of meeting targets
- 7+years leading Customer Success and/or Account Management teams at high-growth B2B SaaS company
- Have successfully lead Director level leaders in the past
- 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
- Experience in working with Digital Customer Success and/or Marketing to drive CS at scale.
- Experience driving professional services to deepen customer relationships and accelerate their time to value.
- Excellent ability to identify and resolve problems in CS processes
- Solid understanding of AI, Enterprise SaaS applications and collaboration technology
What's in it for you
We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board.
About Miro
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
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