Risk Program Manager, Digital Customer Success
Customer Experience, London, UK
About the Team
The Scaled Customer Experience team provides value at scale for all of our users and customers through well-crafted learning experiences, campaigns, and resources to ensure their success. We use digital, live, and on-demand methods to connect Miro customers to the best practices that will help them build the next big thing. Our team combines the best of automated, experiment-driven digital connection with innovative learning content that delivers both substance and delight directly to our users. Digital Success is a key pillar of the scaled customer experience and is a priority for our business. Being a part of this fast growing, creative, and goal oriented team will get broad visibility and provide a phenomenal opportunity to grow.
About the Role
The Risk Program Manager, Digital Customer Success will join our fast-growing global Scaled Customer Experience team. They will be part of a team that develops and executes Miro’s digital-first Customer Success Strategy, building programs that ensure outstanding customer experiences and satisfaction.
They will partner closely with teams like sales, renewals, solutions engineering, operations, marketing, customer education, and customer success to build a cohesive experience for our rapidly growing customer base and are responsible for driving customer retention.In this role you will be a leading part of defining and building Miro's digital risk program, helping to transform the way we engage with our end users, key personas, and executives with the goal of driving customer health and retention. This role will require creativity, strategic thinking, collaboration, and strong program management skills.
What you’ll do
- Gain a deep understanding of our customers and the barriers to adoption they experience by conducting user interviews and research studies.
- Conduct market research and discovery in order to stay up to date on our largest competitors and inform risk strategy.
- Leverage data from various sources to develop an early warning system that identifies and surfaces customer risks.
- Leverage data to develop and build risk engagements that focus on driving customer retention.
- Work with our data science team to mature our health score and use the underlying data points to build triggers and plays.
- Work with data analysis to improve targeting for personalization so we are providing value to the customer with every interaction.
- Work with SMEs to curate existing content and create net new customer facing content & assets that support our risk strategy.
- Collaborate with cross-functional partners to develop plays that protect our customers from competitor influence.
- Measure and report on program performance and business impact, specifically risk mitigation and customer retention rate.
What you’ll need
- 6+ years of experience in customer success, renewals, or sales.
- 5+ years of experience in designing and implementing scaled programs.
- 3+ years of experience working with data analysis and turning insights into actionable outcomes.
- 2+ years conducting user interviews & doing market research
- Excellent communication skills (verbal and written) with the ability to communicate at all levels, escalate project issues, and mitigate risks
- Expertise working with email campaign platforms like Salesforce Marketing Cloud, Gainsight, Maketo, or Outreach.
- Proven record of designing impactful and compelling omni-channel customer experiences
What's in it for you
- Competitive equity package
- Health insurance for you and your family
- Corporate pension plan
- 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
- Opportunity to work for a globally diverse team
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 workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at 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 strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Prepare yourself to go beyond
Here are some helpful tips to ensure you have all the correct information throughout our hiring process.
01. Recruiter Screen
A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
02. Hiring Manager
The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.
03. Skill Assesment
An interactive presentation to see your skills in action, based around a particular case study or business problem.
04. Meet the Team
Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.
05. Leadership Round
Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.