Customer Success Manager, Shared Success

The Shared Success Customer Success Management (CSM) team is part of the broader Customer Experience organization, which includes Renewals, Customer Education, and Support. CSMs operate within a pooled, scale-focused model designed to support a large and growing customer portfolio through an always on digital approach, complemented by 1 to many engagements and signal driven prioritization. This ensures human engagement is focused where it drives the greatest impact. The role blends time bound ownership of a defined set of customers with shared, signal based success motions across the broader portfolio.

We are an AI powered strategic growth engine, partnering with customers to realize the full impact of Miro as an AI driven operating system for modern work. The team collaborates with customers to accelerate innovation, strengthen collaboration, and enable new ways of working. By leveraging product insights, lifecycle signals, and scalable engagement strategies, Shared Success CSMs drive measurable outcomes in retention, adoption, and expansion across a global and diverse customer base.

As a Customer Success Manager on the Shared Success team, you will help execute and evolve a modern approach to Customer Success at scale.

This role is designed for self starters who thrive in dynamic environments and are quick to adapt, continuously learning and evolving as priorities shift. You will balance direct customer engagement with signal driven prioritization, managing a portfolio of customers while leveraging product signals, lifecycle triggers, and health indicators to determine when and how to engage.

Working alongside a global team, you will contribute to scalable programs, experiments, and playbooks that help thousands of customers realize value from Miro. Success in this role requires curiosity, ownership, strong organization, and the ability to use data, technology, and emerging AI capabilities to drive meaningful customer outcomes.

Success in this role requires strong AI fluency, a consultative mindset, and the ability to engage confidently with stakeholders from individual users to C level executives. You bring experience partnering with engineering, product, and design leaders, and can translate business goals into actionable, value driven outcomes using Miro.

• Own outcomes across a portfolio of customers, with a focus on driving adoption, retention, and expansion
• Use product usage data, health signals, and lifecycle insights to proactively identify risks and opportunities, and prioritize engagement
• Engage customers at key moments in their journey, including onboarding, adoption, and renewal risk, to drive measurable business outcomes
• Execute and iterate on scalable programs and playbooks that accelerate activation, deepen adoption, and support long term value realization
• Deliver targeted engagements as needed (e.g. workshops, Miro Days, and virtual sessions) for high impact opportunities and risks within your portfolio
• Advise customers on best practices to embed Miro into core workflows and improve collaboration and innovation
• Partner cross functionally with Sales, Product, Support, and Education by sharing customer insights, escalating friction points, and contributing to solutions that improve the customer experience
• Maintain accurate account data and documentation in Gainsight and internal systems to ensure visibility and continuity
• Contribute insights and patterns from your portfolio to help improve team programs, playbooks, and overall customer experience at scale

• 3+ years of experience in customer facing roles within SaaS, fintech, technology, or consulting environments
• Demonstrated AI fluency, with the ability to leverage AI and automation to enhance customer engagement and scale impact
• Consultative mindset with experience in consulting a major plus, demonstrating the ability to guide customers through discovery, challenge assumptions, and align solutions to business outcomes
• Experience engaging with C level stakeholders and partnering with engineering, product, and design leadership teams
• Strong organizational and prioritization skills, with the ability to manage multiple engagements in a fast paced, signal driven environment
• Comfort using data, product insights, and customer health indicators to inform decisions and drive targeted engagement
• A self starter mindset with a high degree of ownership, curiosity to experiment, and the ability to take ideas from concept through execution and iteration
• Ability to quickly adapt and learn in a dynamic environment, pivoting based on new information, signals, and business needs
• Clear and confident communication skills, with the ability to engage customers across industries, roles, and levels of maturity
• Confidence contributing ideas, challenging the status quo, and influencing team discussions
• Experience with tools such as Gainsight, Salesforce, Slack, Gong, Gemini, Claude or other advanced AI technologies used for building new workflows is a plus
• Fluency in English and at least one additional language (Spanish, Dutch, or French) is a plus

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.