[Hiring] Senior Customer Success Manager @Miro

Role Description

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.
• Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment.
• Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities.
• Leverage AI and automation to scale your impact by building workflows and systems that enable high-touch engagement at scale.

Qualifications

• 5+ years of enterprise CSM or strategic account management experience in B2B SaaS.
• 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.
• 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.
• A builder mindset and genuine comfort with ambiguity.
• A data-driven approach to account management.
• AI fluency and an automation mindset.
• A track record of influencing without authority.

Benefits

• Global benefits package generally includes equity.
• Wellbeing benefit.
• WFH equipment allowance.
• Annual Learning & Development stipend.
• Diverse team environment.