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Head of CSM, DACH

Miro· Customer Success Management / Customer Experience
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Hybrid (DACH (Germany, Austria, Switzerland))$120k - $180kfull-timePosted 1mo ago

About the role

Head of CSM for DACH leading and coaching a team of Customer Success Managers, partnering with Sales and cross-functional teams to drive adoption, retention and customer expansion in the DACH region.

Responsibilities

  • Coach and lead the team of CSMs serving our DACH customers
  • Partner with primarily sales and other customer experience teams to help improve customer lifecycle value through higher product adoption, health scores, customer satisfaction, retention and expansion
  • Manage the team to maintain hygiene in account data, health, and other important indicators
  • Own your team’s revenue and health forecasting
  • Build and maintain executive relationships for selected accounts in your team’s portfolio
  • Continuously help innovate via AI transformation and improve processes, practices and assets to deliver consistently better customer success in a scaling business

Qualifications

  • 5+ years of management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization
  • 2 years in Consulting
  • Fluent in German
  • Hiring, training, and enabling CSMs, coaching especially on consultative advising and selling
  • Solid understanding and great foundation in Customer Success norms, processes, and KPIs
  • Excellent communication skills, ability to establish relationships at exec level and work cross-functionally
  • Excellent ability to identify and resolve problems in fast pace environment
  • Good understanding of AI transformation, Enterprise SaaS applications and collaboration technology
  • Hands-on contributor
  • Analytical approach: analyse data and turn that into strategy & execution; coach team on prioritization & execution using data

Skills

Required:Leadership & People ManagementGerman fluencyCustomer Success fundamentals

Benefits

  • Equity
  • Wellbeing benefit
  • WFH equipment allowance
  • Annual Learning & Development stipend
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Miro

Get from brainstorm to breakthrough with Miro

Speed up product development from ideation to launch. Align teams, break tool silos, and ship what customers need in one AI-powered visual platform.

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