Chief Customer Officer
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Job Location:
San Francisco, CA - USA
Monthly Salary:
$ 288 - 360
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About the Team
Miros Customer Experience includes the following teams: Professional Services Renewals Customer Success Customer Support and Customer Education. All teams are focused on our mission of empowering our customers to create the next big thing! The Customer Success team is a global group and this role sits in North America on the Enterprise Customer Success Team based out of our Austin TX hub. Our team is focused on delighting our customers by being a strategic partner and by ensuring they rapidly achieve value with Miro as they drive innovation with their teams.
About the Role
Miro is looking for a Global Customer Experience Leader responsible for our growing Enterprise customer base this role you will build coach and lead an amazing team comprising of Customer Success Managers Support Customer Education and Renewal Managers. Furthermore you will partner closely with our regional Sales Leaders and other cross-functional partners to drive strategy build senior executive relationships at our enterprise customers ensure we drive value and continuously improve adoption and retention.
What youll do
- Build coach and lead the Customer Experience team
- 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 Miros behaviors and values to drive an inclusive and engaged culture
What youll need
- 10 years experience in Strategic or Enterprise (High Touch) Customer Success and/or Account Management with a consistent track record of meeting targets
- 5 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 Enterprise SaaS applications and collaboration technology
- Comfortable and willing to be a hands-on contributor
Whats in it for you
- 401k matching Competitive equity package
- Excellent Medical Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2000 of charitable donation matches each year
The reasonably estimated salary range is specific to San Francisco and may not be applicable to other locations. The range for this role is $288.000 to $360.000. Final compensation and total package components will be based on individual factors such as the candidates skills qualifications and experience.
Required Experience:
Chief
Key Skills
- Mold Remediation
- Succession Planning
- Employee Evaluation
- Basic Math
- Host/Hostess Experience
- Restoration
- Restoration Industry Experience
- Water Damage Restoration
- Emergency Management
- Auto Restoration
- Fire Restoration
- Financial Report Interpretation
About Company
Miro is the innovation workspace where teams manage projects, design products, and build the future together. Join 90M+ users from around the world.
