Customer Success Manager
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Job Description
Customer Success Manager ensuring clients achieve outcomes in clinical trials for Mural Health. Serving as trusted advisor, driving solutions and collaborating cross-functionally.
Responsibilities:
- Champion customers: Serve as the primary post-sale partner, building trusted, strategic relationships that deliver measurable impact from onboarding through full life cycle of each study.
- Enable adoption & outcomes: Lead onboarding and training, monitor account health, and deliver regular business reviews that highlight results, insights, and opportunities.
- Take Initiative: Take ownership of complex accounts, anticipate challenges, and drive solutions.
- Bring insights to scale: Identify process improvements, strengthen internal workflows, and influence customer success strategy.
- Collaborate cross-functionally: Advocate for customers across Mural Health, partnering with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support.
- Drive growth: Identify and support additional opportunities, collaborating with sales and marketing to expand customer relationships.
- Share the story: Capture and communicate customer feedback, case studies, and success stories to drive internal improvements and customer advocacy.
Requirements:
- 3-5+ years of progressive client-facing experience in Account Management, Customer Success, or Consulting, leading customer engagements and initiatives.
- Bachelor's degree in business, life sciences, healthcare, or related field or equivalent work experience.
- Experience in healthcare, life sciences, or clinical trials with understanding of pharmaceutical/biotech sponsor relationships preferred.
- Proven track record managing complex customer accounts and delivering measurable outcomes (retention, adoption, satisfaction, or process improvements).
- Experience influencing change and driving improvements across product, operations, or data-driven teams.
- Excellent communication and presentation skills with ability to engage both clinical and technical audiences.
- Strong problem-solving abilities and customer-centric mindset.
- Experience with CRM and project management systems (Salesforce, Asana, Jira, Aha!, or similar).
Benefits:
- Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
- Reasonable accommodations to individuals with disabilities in accordance with applicable laws.
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