Engagement Manager

Department: Customer Experience Locations: Amsterdam, London

About the Team

The Professional Services organisation at Miro is focused on ensuring our Enterprise customers achieve exceptional outcomes through the Innovation Workspace. Our team of strategic advisors, implementation experts, and technical account managers work side-by-side with customers to transform how they collaborate, build, and innovate—powered by agentic AI and Miro’s world-class platform.

About the Role

As an Engagement Manager, you will support the Go To Market organisation in developing, positioning, and scaling the solutions that help customers accelerate their business outcomes with Miro. You will be the subject matter expert for positioning Professional Services with customers, driving a healthy services pipeline, bookings, and a global portfolio of service offerings that best reflect customer needs. Day-to-day responsibilities include alignment with sales leadership on priority accounts, leading customer discovery and proposal development, orchestrating customer pilots, supporting post-sale handoff and mobilisation of delivery teams, and optimising our global portfolio of both one-time and recurring Service Offerings. In essence, the Engagement Manager bridges the Sales promise to the Delivery execution.

What you’ll do

Business Development

Act as an advisor for positioning Professional Services with customers, ensuring that Sales and Customer Success understand our offerings and can articulate the value of services
Own pre-sales activities such as customer discovery, solutioning, and proposal development for Professional Services, working cross-functionally to gain alignment
Lead customer discovery workshops and pilots to articulate the business value of Miro, and develop the estimated delivery scope and effort required to realize that value
Be accountable for the team's attainment of key metrics and outcomes, including: service bookings, retention, expansion, customer outcomes, and customer satisfaction
Retain and nurture client relationships post-engagement to ensure ongoing opportunities are realised and acted upon appropriately

Solution Orchestration:

Navigate and engage within our partner ecosystem, where partners may simultaneously work with you around a common set of accounts
Incubate repeatable, AI-native customer solutions aligned with the Miro platform, and remain current on related features
Contribute to the development of professional services offerings and delivery methodologies

Delivery Oversight:

Provide Consultants with subject matter expertise related to the proposed solution and client needs to ensure successful project delivery
Where appropriate and required, provide direct oversight to project teams during the full lifecycle of the engagement
Manage multiple strategic clients simultaneously
Proactively identify and mitigate risks to customer success, be it through the addition of new features and services, strategy & planning, or escalation

What you’ll need

5+ years of consulting/service delivery experience at a SaaS (or related) company, driving transformation, innovation, and change initiatives with Fortune 500 clients
2+ years of experience operating in a pre-sales environment, shaping and scoping large and complex services engagements
Highly proactive, strategic thinker with a strong customer outcome orientation
Strong written and verbal communication skills, executive-level presence and experience working in a client advisory role
Experience leveraging AI, prompt engineering and agentic workflows to support & enable customer solutions; familiarity with MCP and low/no code tooling a plus
Strong background in change management, with the ability to navigate and lead organisational transformations
Demonstrated ability to lead and manage projects with cross-functional partners and customers, yielding influence without direct authority
Familiarity with collaboration tooling and product/service development workflows is a plus
Willing to travel to customer sites up to 25%

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 (work from home 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 workshopsand meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Franciscoand Amsterdam, serves more than 100M usersand 250, 000 companies collaborate inthe Innovation Workspace. Miro was founded in2011and currently has more than1, 600 employeesin13 hubs aroundthe world. We are a teamof dreamers. We lookfor individuals who dream big, work hard, and above all stay humble. Collaborationis at heartof what we doand throughour work togetherwe hopeto createa supportive, welcomeing,and innovative environment. We strive top layas ateamto winworldand createa better versionof ourselves every day. If this sounds like somethingthat excites you,we wantto hear fromyou! Check outmore aboutlifeat 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 striveto create an environmentof belonging across cultural differences. Miro’s mission — Empower teams to create thenext big thing — guides product developmentas well as people & culture initiatives focusedon diversity & inclusion. Location info: Amsterdam (NL), London (UK) Remote work mention: Work from home equipment allowance mentioned under benefits (implying remote work support) Employment type: Not explicitly stated Experience level: Mid-senior level (5+ years consulting/service delivery experience; 2+ years pre-sales experience)