MURAL

Senior Customer Success Manager

MURAL

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $150,000 - $180,000 per year

Job Level

Senior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessEnterprise SaaSdata analysisconsultative skillsrelationship-buildingdiscovery sessionsaccount strategyrisk mitigationdesign thinkingproject management
Soft Skills
communication skillspresentation skillsproactiveorganizedteam playercollaborativeagileinnovativestrategic partnershipexecutive engagement