Senior Customer Success Manager - Reforge Learning
About the Team
Reforge Learning is a small, high-impact commercial team operating at the intersection of world-class education and AI-powered product tooling. Recently acquired by Miro, the visual workspace used by 60M+ people and 99% of the Fortune 100, Reforge is entering a pivotal growth stage with more resources, more reach, and a bigger mandate than ever before.
The Customer Success team sits at the center of it all, working closely with Sales, Product, and Marketing to ensure that Reforge’s most strategic customers, product leaders at Microsoft, Google, Capital One, and McKinsey, are wildly successful. This is a small team doing important work, and every person on it has a real voice in shaping what comes next.
About the Role
Reforge has built some of the strongest enterprise relationships in the product management world, and this role exists to deepen, protect, and grow them. As a Senior Customer Success Manager, you will own a portfolio of Reforge’s most strategic accounts and serve as the primary advocate and trusted advisor to senior product leaders at some of the world’s most respected organizations.
This is not a maintenance role. Retention rates across the enterprise book need improvement, and we need someone with the horsepower, creativity, and builder mindset to fix that while also helping architect the CS function that will scale beyond your own book of business. You will balance the day-to-day execution of account management with the strategic work of building systems, playbooks, and engagement models that define what great Customer Success looks like at Reforge.
If you are energized by high-stakes relationships, ambiguous environments, and the opportunity to build something lasting, this is your role. The low retention baseline is not a secret. It is the opportunity. If you fix it, the upside is real and uncapped.
What you’ll do
- Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others. Serve as the primary trusted advisor to VP and C-suite product leaders across multi-year, high-value relationships.
- Drive retention and expansion as your primary commercial responsibility. Proactively identify at-risk accounts, design targeted intervention strategies, and ensure every account renews and grows.
- Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales.
- Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built.
- Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities, operating at the commercial intersection of Customer Success and Sales.
- Leverage AI and automation to scale your impact by building workflows and systems that enable high-touch engagement at scale.
What you’ll need
- 5+ years of enterprise CSM or strategic account management experience in B2B SaaS, with direct ownership of GDR and NDR metrics and a track record of improving retention outcomes.
- Proven ability to build Customer Success processes and playbooks from scratch. You have been an early or founding team member and know what it takes to create structure in ambiguous environments.
- Executive presence and communication skills that hold up in a room with a VP of Product at Google or a Chief of Staff at McKinsey. You can command a conversation and earn trust quickly.
- A builder mindset and genuine comfort with ambiguity. You are energized by a clean slate and view a broken retention rate as an opportunity rather than a red flag.
- A data-driven approach to account management. You use health signals, usage data, and engagement metrics to make proactive decisions.
- AI fluency and an automation mindset. You actively experiment with tools that make you more efficient and effective and consistently look for ways to scale your impact.
- A track record of influencing without authority. Cross-functional collaboration, internal advocacy, and stakeholder alignment come naturally to you.
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, 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.
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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 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 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:
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.
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