Director Customer Success

About the Team

The Customer Success team at Miro is a key pillar of our global Customer Experience (CX) organization, which also includes Renewals, Customer Education, and Support. Our mission is to empower customers to realize continuous value from Miro, driving strong retention, advocacy, and business impact.

In Japan, we have seen significant growth in enterprise adoption, with an increasing number of customers relying on Miro as a core part of their digital collaboration strategy. The local Customer Success team has built a strong foundation with a customer-first mindset, deep market understanding, and a commitment to long-term partnership.

As we move into the next phase of maturity, we are focused on elevating strategic engagement, aligning with global CS methodologies, and accelerating operational excellence. We’re looking for a senior leader who can scale our Japan CS team with a clear vision, bridge local and global priorities, and serve as a trusted advisor to both customers and cross-functional stakeholders. This role is instrumental in shaping the future of Miro’s customer experience in one of our most important markets.

About the Role

We are seeking a highly experienced and results-oriented Customer Success Leader to join our growing team. As Director, Customer Success, you will be pivotal in leading and developing our team of Customer Success Managers (CSMs), ensuring exceptional experiences and driving long-term value for our diverse customer base. You will be responsible for setting the strategic direction for your teams, fostering a customer-centric culture, and collaborating cross-functionally to continuously improve our customer success programs and outcomes. This role requires a strong leader with a proven track record of managing and scaling customer success teams within a SaaS environment.

What you’ll do

Team Leadership, Coaching, & Development

• Lead, mentor, and develop a team of Customer Success Managers through a coaching-first mindset, focusing on consultative customer engagement and long-term growth
• Foster a learning culture by building team capabilities in strategic thinking, discovery, solutioning, and stakeholder management
• Identify individual development needs and implement personalized growth plans, peer learning, and coaching frameworks

Consultative Customer Engagement Strategy

• Define and drive customer success strategies that prioritize value-based, consultative engagement, helping customers connect product capabilities to their strategic goals
• Guide your team to act as strategic advisors—not just product experts—by training them in discovery, insight development, and stakeholder mapping.

Performance Management & Enablement 

• Establish clear team and individual performance goals aligned to consultative behaviors, customer outcomes, and business impact
• Implement frameworks for ongoing enablement, regular feedback loops, and continuous skill development through coaching cadences

Executive-Level Customer Relationship Management

• Oversee the team's engagement with strategic accounts, ensuring deep understanding of business needs, stakeholder goals, and success metrics
• Coach team members on building long-term, trust-based relationships that evolve with the customer's journey

Escalation & Risk Management

• Act as a senior point of escalation, helping to navigate complex business and relationship challenges with a solutions-focused and customer-centric approach

Cross-Functional Collaboration

• Work closely with Sales, Product, Marketing, and Support to align on strategic customer priorities, close feedback loops, and co-create customer value
• Partner with Enablement and RevOps to embed consultative methodologies into team tools and processes

Program Development & Innovation

• Identify and implement improvements to our customer success frameworks, training programs, and tooling to support consultative excellence and scalable engagement
• Leverage customer insights and data to inform programs and drive continuous value realization

Advocacy and Engagement

• Champion the voice of the customer across the organization
• Encourage customer participation in thought leadership, success stories, and community initiatives like Miroverse

Data-Driven Insights and Reporting

• Analyze customer health and success metrics to identify coaching opportunities, operational improvements, and engagement trends
• Provide insights and recommendations to executive stakeholders.

What you’ll need

• 5+ years of Customer Success experience, including 3+ years in a leadership role managing teams within a SaaS organization
• Demonstrated experience developing consultative, customer-centric teams through coaching, enablement, and strategic mentoring
• Proven track record of creating and scaling customer success strategies that drive retention, expansion, and customer advocacy
• Deep understanding of SaaS business models, customer lifecycle management, and success planning
• Excellent communication and interpersonal skills, with the ability to influence across senior stakeholders and executive audiences
• Experience building performance management and coaching frameworks for CSMs, aligned with consultative behaviors and outcomes
• Strong analytical mindset with the ability to use data to guide decisions and storytelling
• Proficiency with CS and CRM tools (e.g., Salesforce, Gainsight)
• Passion for customer success, innovation, and the collaborative potential of tools like Miro
• Experience with collaborative or visual productivity platforms.
• Familiarity with Agile methodologies and how they impact customer workflows
• Exposure to or experience with AI-powered features in SaaS products
• Business-level proficiency in both Japanese and English – Japanese is essential for daily communication with domestic clients, and English is required for collaboration with global teams

What's in it for you

• Competitive equity package
• Wellbeing benefit and WFH equipment allowance
• Group Personal Accident Insurance (業務災害総合保険) and Group Long-Term Disability Insurance (団体長期障害所得補償保険).
• 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 

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