Scaled Customer Success Manager, Japan
Scaled Customer Success Manager, Japan
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Job Description
About the Team
The Scaled Customer Success Management (CSM) team is part of Customer Experience which also includes Renewals Customer Education and Support teams.
CSM partners with our Enterprise-licensed customers to help them continuously collaborate and innovate with Miro driving high retention and expansion. This globally distributed team brings together diverse skills and backgrounds enabling creative customer-focused solutions.
About the Role
As a Scaled Customer Success Manager you will design and execute scalable customer success strategies that leverage automation tools customer segmentation and data-driven insights. This role moves beyond traditional high-touch support to a proactive portfolio-based engagement model.
As an early member of the team you will help build and refine world-class playbooks that drive measurable business value across diverse customers of varying size industry segment and geography. Your work will ensure customers reach outstanding levels of activation adoption and engagement by the end of each subscription term.
What youll do
- Develop and manage scalable 1:many engagement strategies using tools such as Gainsight Salesforce and onboarding automation platforms
- Own and continuously improve digital touchpoints including onboarding automation webinars and in-product guidance to drive customer success at scale
- Partner with customers across critical journey milestones Onboarding Adoption Risk Mitigation and Growth to ensure their sustained success
- Use data analytics product usage dashboards account health triggers and digital alerts to prioritize accounts and intervene proactively
- Serve as a Miro expert providing thought leadership and relevant engagement that help customers maximize value
- Maintain accurate and up-to-date account information and report CS activities in Gainsight
- Advocate internally for the voice of the customer by identifying trends and providing actionable feedback to improve Miros offerings
- Facilitate workshops and enablement initiatives across a broad customer base and topics
What youll need
- Minimum 5 years of experience in Customer Success Account Management or related customer-facing roles preferably in SaaS or high-growth environments
- Proven experience designing and implementing scalable customer engagement programs (e.g. playbooks lifecycle journeys)
- Familiarity and hands-on experience with CS tools such as Gainsight Salesforce and digital engagement platforms like Techtouch
- Strong analytical mindset with the ability to leverage data to drive decisions and prioritize actions
- A proactive creative and self-driven approach with the ability to build trusted relationships across diverse customer segments
- Comfortable managing multiple priorities and collaborating across teams to achieve goals
- Confidence in challenging the status quo and presenting innovative ideas to drive continuous improvement
Whats in it for you
- Competitive equity package
- Wellbeing benefit and WFH equipment allowance
- Group Personal Accident Insurance () and Group Long-Term Disability Insurance ().
- Reimbursement for the annual health check
- Annual learning and development allowance to grow your skills and career
- Company-sponsored English lessons
- Travel allowance for your commute
Required Experience:
Manager
Employment Type
Full Time
