USD per year
Customer Success Manager, Shared Success
Department: Customer Experience Locations: London Job Requisition ID: JR001786
About the Team
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.
About the Role
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.
What you’ll do
Own outcomes across a portfolio of customers, with a focus on driving adoption, retention, and expansion Use product usage data...
Miro is a visual workspace for innovation that enables distributed teams of any size to dream, design, and build the future together. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Their mission is to empower teams to create the next big thing.
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