Director, Customer Success
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Job Description
Director leading customer success for Mural Health, a clinical-trial technology startup. Building teams, enterprise relationships, scalable processes, and retention and expansion strategies.
Responsibilities:
- Build and lead a high-performing Customer Success team with clear structure, goals, and growth paths
- Own executive-level relationships with Mural Health’s largest and most strategic sponsor and CRO accounts
- Lead executive business reviews connecting platform performance to clinical-trial outcomes and program goals
- Navigate complex multi-stakeholder organizations and align champions, budget owners, and end users
- Anticipate risks, lead escalations, and drive account expansion with Sales
- Design and implement scalable customer success playbooks covering onboarding, adoption, business reviews, and renewals
- Build systems to track account health, flag risk, and prioritize team resources
- Define and monitor retention, net revenue retention, product adoption, and customer satisfaction metrics
- Establish operating rhythms with Product, Engineering, Support, Sales, and Education
- Represent enterprise customer needs in product roadmap discussions
- Partner with Sales on account strategy, expansion, and renewal planning
Requirements:
- Experience leading Customer Success, Account Management, or similar customer-facing teams within a SaaS or technology environment
- Proven track record managing large, complex enterprise customer relationships, including executive stakeholders
- Demonstrated success building and scaling teams, including hiring, coaching, and developing managers or individual contributors
- Experience designing and implementing customer success processes, playbooks, or operating models
- Strong analytical skills translating account data into retention and growth strategy
- Experience partnering cross-functionally with Product, Sales, and Support
- Excellent executive presence, communication, and relationship-building skills
- Continuous improvement mindset focused on scalable solutions over one-off fixes
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