Senior Professional Services Manager (Delivery Excellence)
Customer Experience, Austin, US
About the Team
About the Role
As the Delivery Excellence Leader for Miro’s Professional Services, you will be the architect of our delivery methodologies and the champion of quality across all customer engagements. This is a senior individual contributor role (Sr. Manager/Director level) reporting to the Global Head of Services. Your mission is to build and embed scalable, repeatable frameworks for our key service offerings – Implementation, Technical Account Management (TAM), and Advisory services – to ensure every customer gets tangible value and an exceptional experience. You’ll define what “great delivery” looks like and equip our teams to deliver it consistently. In this role, you will work from Austin, TX or remotely and collaborate with stakeholders around the world. If you are passionate about creating structure, driving customer success, and influencing cross-functional teams in a high-growth SaaS environment, this role is for you.
What you’ll do
- Develop & Implement Delivery Frameworks: Design a unified Professional Services delivery playbook that covers all phases of our engagements – from initial scoping and onboarding through project execution and value tracking. You’ll create templates, checklists, and best practices that make our services repeatable and scalable, drawing on industry proven methodologies (e.g. agile project management, customer success frameworks)
- Ensure Delivery Excellence: Establish quality standards and review mechanisms for all customer projects. For example, implement governance such as kickoff and closure checklists, “quality gates” at key project milestones, and post-engagement retrospectives. You will periodically audit ongoing projects, provide coaching and feedback to delivery teams, and ensure we deliver on-time, on-budget, and to scope with high customer satisfaction
- Drive Continuous Improvement: Use data and feedback to continuously refine our approach. Track and analyze key metrics (time-to-value, CSAT/NPS, adoption and usage stats, etc.) to identify improvement opportunities. You’ll run regular operational reviews and spearhead initiatives to improve efficiency, remove bottlenecks, and enhance the customer experience (for instance, improving average onboarding time or increasing user adoption rates)
- Collaborate Across Teams: Work closely with Product Management, Engineering, Customer Success, and Partner teams to align service delivery with Miro’s product roadmap and partner capabilities. You’ll ensure our service offerings evolve in step with the product, and that insights from the field (common customer pain points, feature requests) are fed back into Product. Additionally, you’ll help enable our partner network with delivery best practices so partners can represent Miro with the same level of excellence
- Mentor and Enable: Although this is an IC role, you will act as a coach and mentor to our Professional Services team members. Lead training sessions, build an internal knowledge base of playbooks, and elevate the skills of consultants and TAMs in areas like project management, change management, and value consulting. Your goal is to build a culture of delivery excellence, where every team member is empowered and equipped to deliver success for our customers
- Strategic Projects & Leadership: Own special projects that arise as we scale, refining our services pricing model, or contributing to the creation of new service offerings. You will act as a thought leader in Professional Services, potentially representing Miro in industry forums or producing thought leadership content on our approach to driving adoption and innovation.
What you’ll need
- Experience: 8+ years of experience in Professional Services, Customer Success, or related roles in a B2B SaaS or technology consulting environment. You should have led complex customer engagements and have a track record of improving delivery processes at scale (e.g. built a delivery methodology, ran a PMO, or led a services ops function). Sr. Manager/Director level expertise is expected, though this role does not directly manage a team
- Domain Knowledge: Strong understanding of enterprise software implementation and adoption challenges. Experience with collaboration or workflow tools (like Miro or similar) is a plus. Familiarity with Technical Account Management and consultative advisory services – you understand how ongoing strategic guidance is delivered effectively in a SaaS context
- Methodology & Tools: Hands-on knowledge of project management and service delivery methodologies and tools. PMP, PRINCE2 or similar certifications are nice to have but practical application and results are what matter. You excel at creating playbooks, templates, and process documentation. Experience implementing or using a Professional Services Automation system (SAP/FinancialForce, Mavenlink, etc.) or CRM for services is a plus
- Analytical & Metrics-Driven: Data orientation is a must. You are comfortable defining KPIs and digging into data to assess performance (e.g. you might have experience calculating time-to-value, analyzing customer usage data, or monitoring project financials). You use data to make decisions and to drive buy-in for process changes
- Influence & Communication: Exceptional communication skills with an ability to influence at all levels. You have partnered with Product, Sales, or Engineering teams and can navigate a matrixed organization to get things done. You’re adept at storytelling – able to articulate the “why” behind changes and rally teams around a common methodology. Experience in a global context, working with distributed teams, is beneficial
- Customer-Centric Mindset: A passion for customer success and empathy for customer challenges. You think in terms of customer outcomes and value. Experience working directly with enterprise customers (e.g. as a consultant or TAM) is important – you’ve facilitated executive discussions, led QBRs or workshops, and can credibly advise senior customer stakeholders
- Soft Skills: You lead by example and enjoy enabling others to do their best work. You are organized, proactive, and resilient. When faced with ambiguity, you create structure. When faced with resistance, you listen, understand, and then persuade. Above all, you are collaborative and humble, aligning with Miro’s values of “Play as a team to win the world” and “Empower each other"
What's in it for you
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch, snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2,000 of charitable donation matches each year
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 90M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,600 employees in 12 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:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
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.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Prepare yourself to go beyond
Here are some helpful tips to ensure you have all the correct information throughout our hiring process.
01. Recruiter Screen
A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
02. Hiring Manager
The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.
03. Skill Assesment
An interactive presentation to see your skills in action, based around a particular case study or business problem.
04. Meet the Team
Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.
05. Leadership Round
Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.