Customer Success Manager

Mural Health

Customer Success Manager ensuring clients achieve outcomes in clinical trials for Mural Health. Serving as trusted advisor, driving solutions and collaborating cross-functionally.

Posted 5/12/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementcustomer successconsultingprocess improvementscustomer engagementdata-driven decision makingmeasurable outcomes

Soft Skills

communication skillspresentation skillsproblem-solvingcustomer-centric mindsetinitiativecollaborationinfluencing change