Senior Customer Success Manager
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Job Description
Manage a portfolio of high-value, AMER-based Enterprise accounts at Mural. Drive user adoption and serve as a trusted advisor to help customers maximize Mural solutions.
Responsibilities:
- Oversee a portfolio of ±25 North America-based customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion
- Be a Mural and LUMA Institute expert and spot opportunities to run plays (e.g., enablement, on-sites, and campaigns) to drive utilization and adoption
- Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner
- Monitor customer health scores, trending data, and triggers, and use your deep account knowledge to identify risk and create mitigation plans
- Maintain operational excellence across your book of business by keeping customer and engagement records accurate and actionable (supported by tools like Gong and Gainsight)
- Advocate for your customers internally by sharing success stories and feedback
- Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact
- Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities
- You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business.
Requirements:
- 5+ years of Customer Success experience with (complex) Enterprise SaaS customers; experience driving outcomes for a portfolio (often 10–25 accounts).
- Strong discovery, consultative, and relationship-building skills; ability to interact with executive stakeholders and champion customer initiatives.
- Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methods preferred.
- Analytical and data-driven mindset; comfortable interpreting (usage) data to drive action.
- Strong communication and presentation skills, including comfort with executive-level audiences.
- Highly proactive, organized, and a team player able to thrive in a dynamic, fast-paced environment.
- Based in the U.S. or Canada region and willing to travel up to 15%.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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