Mural Health

Customer Success Manager

• 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.

• Serve as the primary point of contact for clinical trial sites and site networks — building relationships with both the operational and account contacts who oversee the platform at the network level and the site coordinators using it day to day
• Tailor your support to who you're talking to — whether that's a strategic check-in with a site network's account team or hands-on troubleshooting with a coordinator processing a visit
• Lead site onboarding and training, ensuring coordinators at new sites understand the platform and feel confident using it from day one
• Monitor platform experience across your site portfolio — catch issues early, escalate when needed, and follow through until they're resolved
• Represent site feedback internally so patterns get addressed, not just individual tickets
• Collect and enter study and site configuration data from sponsors into the platform accurately and completely — including payment schedules, visit types, and IRB-approved compensation amounts — ensuring everything is in place before sites go live
• Support the activation of sites for large, complex sponsor programs with hundreds of sites coordinating with internal technical teams on integration needs like EDC connections and site system setups
• Maintain clean, reliable records that the CS team and sponsors can depend on catching discrepancies early and resolve them before they become problems.
• Pay attention to patterns across studies, where data tends to be incomplete, where sponsors and sites get stuck, where the process slows down
• Bring observations and recommendations to CS, operations, and Product to improve how we work and how the platform evolves
• Contribute to process documentation that makes the next study run more smoothly than the last

Customer Success Manager

Customer Success Associate