Mirro.io enables organizations to build transparent and thriving workplace cultures that foster employee well-being and improve talent retention. Our performance management platform helps organizations overcome hybrid workplace disengagement by encouraging a sense of purpose and stimulating social sharing and community belonging around the globe. Teams and individuals that use Mirro are happier, highly engaged and more productive. 🦄 As a user-friendly and highly social platform, Mirro drives more than 5k monthly interactions between team members through recognition, OKRs, continuous feedback and meaningful performance conversations. 🚀

Our promise

• You choose how you'll work with us: hybrid or at our offices (Bucharest).
• We support your career growth through continuous learning, coaching and mentorship programs.
• We promise you a feedback-driven culture that inspires healthy communication.
• A friendly, professional, and supportive team is waiting for his new teammate.
• A bunch of people with common hobbies and interests (sailing, football, running marathons, tennis, music, etc) is ready to welcome you.
• A community driven by courage and creativity (we have our own band that sings about us) is challenging you to have serious fun with us.
• We designed benefits that give you the power to create balance in life, on and off work.

As a Customer Success Manager for mirro.io, you:

• Drive customer success by aligning Mirro’s value with customers' business objectives, ensuring impact and long-term growth.
• Work closely with cross-functional teams to ensure customer needs are met and help clients achieve their business goals.

What you will do:

Onboarding & Training

• Define success criteria and business objectives for customers during the onboarding phase.
• Assist customers in preparing engagement and internal communication plans.
• Deliver training sessions and resources to accelerate product adoption.
• Provide high-level product support as needed to ensure a smooth onboarding experience.

Relationship Management

• Build trust and strong relationships with key stakeholders.
• Act as a strategic business partner to Mirro customers.
• Understand overall customers’ business objectives and align them with their use of Mirro.
• Conduct regular customer check-ins (online or face-to-face) to provide business updates and strengthen partnerships.

Retention & Advocacy

• Monitor customer health and take proactive measures to prevent churn.
• Identify satisfied customers for case studies and testimonials.
• Collect reviews and testimonials to promote advocacy.
• Establish and execute clear customer retention goals.

Expansion & Growth

• Identify opportunities for upselling and cross-selling Mirro solutions.
• Partner with the Sales team to implement growth initiatives.
• Leverage customer relationships to drive referrals and recommendations.

Feedback Collection

• Act as the voice of the customer to influence product improvements.
• Collaborate with teams across Customer Experience, Sales, Finance, Operations and Engineering to meet client needs effectively.

Success Planning

• Develop personalized success plans for key accounts to ensure long-term success.
• Align success plans with evolving customer goals, adjusting strategies based on milestones, key challenges or expansion opportunities.

What about you?

• Proven experience in customer success, account management or a related role.
• Familiarity with success planning, customer retention strategies, HR field and growth initiatives.
• A strategic mindset with a customer-centric approach.
• Exceptional communication, relationship-building and problem-solving skills.
• Strong ability to collaborate with cross-functional teams.
• Willingness to develop in a leadership role as a next step in your career.
  
  
  
• If you feel this role is for you, let us get to know you better! There are 4 steps left:
  
  • A get-to-know HR Discussion with your recruiter.
  • Showing your skills with a written test to highlight your expertise.
  • A first discussion with with Mihaela Florescu, Lavinia Cutinov and your recruiter.
  • A final tale with your future colleagues - Mihaela Florescu, Bogdan Ionita & Simona Lapusan. 🚀