Key skills
Customer Success ManagementEnterprise SaaS ExperienceRelationship BuildingAnalytical MindsetCollaboration ToolsAgile MethodologiesConsulting SkillsCommunication SkillsPresentation SkillsSaaSAgileProject ManagementCommunicationCollaborationCustomer SuccessSales
About this role
Mural is an innovative company known for its strategic team and strong discovery skills. They are seeking a Senior Customer Success Manager to manage a portfolio of high-value enterprise accounts, focusing on driving user adoption and strengthening stakeholder relationships.
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
- 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%
- Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methods