Customer Success Manager

Mursion is on a mission to transform how people learn and grow through immersive simulation and coaching experiences. They are seeking a Customer Success Manager to nurture and expand relationships with clients, ensuring they achieve meaningful outcomes and drive adoption, retention, and expansion of Mursion's solutions.

Responsibilities:

• Serve as the primary post-sale point of contact, ensuring customer goals are met through effective onboarding, adoption, and renewal
• Build strong, trusted relationships across your portfolio, from daily champions to executive sponsors
• Conduct structured QBRs to align on outcomes, demonstrate ROI, and secure renewals
• Develop and execute strategic account plans, aligning Mursion's solutions with customer goals, identify key stakeholders, adoption milestones, and expansion opportunities
• Identify and build relationships with executive buyers to facilitate strategic conversations and align on business outcomes
• Partner with Product, Sales, and Marketing to connect customer needs
• Drive product adoption, usage, and value realization to improve customer retention (GRR) and identify expansion (ARR) opportunities
• Proactively manage customer health, identifying and mitigating risks to prevent contraction or churn
• Identify and execute upsell and cross-sell opportunities to expand partnerships
• Contribute to the development of scalable processes, playbooks, and customer lifecycle frameworks
• Pilot and refine new processes that support the company's growth
• Maintain accurate records in HubSpot, ensuring data integrity and accurate forecasting

Requirements:

• 5-7 years of experience in Account Management, Customer Success, or related roles within a SaaS organization
• Demonstrated success in managing a book of business and delivering on retention and growth targets
• Strong customer instincts—strong ability to listen, diagnose, and solve problems
• Clear, confident communication skills, capable of engaging both tactical and strategic audiences
• Proven ability to collaborate effectively with cross-functional teams (Sales, Product, and Marketing)
• A growth mindset, adaptable and excited to work in a fast-paced startup environment, and a roll-up-your-sleeves attitude
• Experience with HRTech, EdTech, or simulation/AI learning solutions
• Experience building Customer Success or Account Management practices in a growth-stage SaaS company