Senior Customer Success Manager

About Mural

Mural is a leading collaboration platform known for innovation, discovery, and creative problem-solving. The Customer Success team manages mid-tier enterprise customers across multiple verticals, helping them achieve business outcomes through adoption and strategic engagement.

Key Responsibilities

• Manage a portfolio of 25 North America-based enterprise accounts
• Drive adoption, retention, and expansion across customer lifecycle
• Act as a Mural and LUMA Institute expert, running enablement plays and campaigns
• Build executive-level stakeholder relationships across business units
• Monitor customer health scores, data trends, and triggers to mitigate risks
• Maintain accurate customer records using tools like Gong and Gainsight
• Conduct discovery sessions to uncover goals, sponsors, success metrics, and use cases
• Collaborate with Sales on account strategy to ensure renewals and identify growth opportunities
• Advocate for customers internally by sharing feedback and success stories

Candidate Requirements

Essential:

• 5+ years of Customer Success experience with complex enterprise SaaS customers
• Proven ability to manage portfolios of 10-25 accounts
• Strong discovery, consultative, and relationship-building skills
• Experience engaging executive stakeholders and driving outcomes
• Analytical mindset with comfort interpreting usage data
• Strong communication and presentation skills, including executive-level audiences
• Highly proactive, organized, and collaborative in fast-paced environments
• Based in US or Canada, with willingness to travel up to 15%

Preferred:

• Experience with collaboration tools
• Understanding of design thinking, agile, or consulting/project management methods

Benefits

• Competitive salary ($150,000-$180,000/year + variable pay)
• Health, dental, and vision insurance
• Paid time off
• Inclusive and supportive work culture
• Opportunities for career growth and impact in a fast-scaling SaaS company