Job Description

Our Emerging Customer Success team is dedicated to supporting Enterprise customers throughout their customer lifecycle. The core focuses of our team include enablement, business reviews, and discovering use cases & value. Customer Success Managers (CSMs) assist customers in collaborating and innovating to enhance retention rates, usage, and secure business sponsors. The team works closely with Sales, Marketing, Support, and other departments within Mural to engage with customers on a large scale.

YOUR MISSION:

You’ll serve as a strategic partner to your portfolio of ±50 customers (various sizes, industries, and segments across the Americas) through critical phases of the customer lifecycle (onboarding, adoption, risk mitigation, growth) to maximize utilization and proactively drive outcomes. As a trusted advisor, you will provide best practices and use case recommendations that deliver success. You will serve as the voice of the customer across product, marketing, and engineering and partner with sales and consulting to increase retention and uncover growth opportunities. Prioritization, together with your sales counterparts, and using the customer health scores will be critical for your success.

WHAT YOU’LL DO:

• Oversee a portfolio of ±50 customers to maximize utilization and proactively drive outcomes
• Be a Mural and change expert by spotting opportunities and running enablement to drive utilization and adoption
• Monitor customer health scores, data and triggers and your account knowledge to identify risk and create mitigation plans
• Keep account information up to date and organized, ensuring accurate reporting of CS engagements in 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
• Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner
• 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

WHAT YOU’LL BRING:

• 3+ years of work experience in customer-facing roles at a SaaS or consulting company
• Confidence and experience engaging with customers of all seniority levels and professions (like R&D, Sales, Marketing, etc.)
• Proven experience in handling many customer engagements at the same time, prioritizing and scaling your plays, and keeping account information up to date
• Proactivity and persuasiveness to move things forward, hold stakeholders accountable when needed, and deliver outcomes.
• Strong analytical and problem-solving skills with a willingness to solve and share ideas

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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