Senior Customer Success Manager
Remote
United States, Canada
$150,000 - $180,000/yearly
Senior Level
Top Benefits
401(k)
Company equity
Health insurance
About the role
Who you are
- 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%
What the job involves
- You will manage a portfolio of high-value, AMER-based Enterprise accounts that are in a growth stage with Mural. Your primary focus will be driving user adoption, strengthening stakeholder relationships, and serving as a trusted advisor to help customers maximize the value of their Mural solutions
- In this role, you will collaborate cross-functionally to ensure customers achieve their desired business outcomes, while also sharing customer insights with our product, sales, and consulting teams to inform broader strategy
- At Mural, our most successful CSMs take a distinctive approach to managing their book of business. We value team members who tackle challenges with creativity, resourcefulness, and a solutions-oriented mindset—demonstrating the ability to deliver results even in the face of ambiguity or limited resources
- 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
Benefits
- 401(k)
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend
- Fully remote team
- Flexible time off
- Parental leave
- End of Year Closure
- Design thinking trainings
- MURAL free forever plan
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Senior Customer Success Manager
Remote
United States, Canada
$150,000 - $180,000/yearly
Senior Level
Top Benefits
401(k)
Company equity
Health insurance
About the role
Who you are
- 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%
What the job involves
- You will manage a portfolio of high-value, AMER-based Enterprise accounts that are in a growth stage with Mural. Your primary focus will be driving user adoption, strengthening stakeholder relationships, and serving as a trusted advisor to help customers maximize the value of their Mural solutions
- In this role, you will collaborate cross-functionally to ensure customers achieve their desired business outcomes, while also sharing customer insights with our product, sales, and consulting teams to inform broader strategy
- At Mural, our most successful CSMs take a distinctive approach to managing their book of business. We value team members who tackle challenges with creativity, resourcefulness, and a solutions-oriented mindset—demonstrating the ability to deliver results even in the face of ambiguity or limited resources
- 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
Benefits
- 401(k)
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend
- Fully remote team
- Flexible time off
- Parental leave
- End of Year Closure
- Design thinking trainings
- MURAL free forever plan