customer support
Posted YesterdaySenior Customer Success Manager, Strategic Accounts
at Mural
United StatesRemote
Requirements
- experience managing high-value, complex portfolios (ideally 10–25 Fortune 500 accounts). - Exceptional consultative discovery and multi-threading skills; a proven track record of moving past technical/admin buyers to establish deep, trusted partnerships with cross-functional business unit leaders. - A disciplined, process-oriented approach to execution;
- experience building or working within a structured operating rhythm.
- - Familiarity with enterprise CS tools (like Gainsight and Tableau) to maintain clean documentation and translate platform insights into actionable account plans.
Experience
- WHAT YOU'LL BRING - 5+ years of Enterprise SaaS Customer Success
Benefits
- The base salary + variable pay for this role ranges from $154,500 - $193,125 + benefits.
- Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
Additional details
- ABOUT THE TEAM We're an innovative, strategic team known for strong discovery skills and creative problem solving.
- We manage a portfolio of Fortune 500 enterprise customers across a range of verticals.
- YOUR MISSION You will lead the post-sale strategy for a portfolio of our highest-value enterprise accounts.
- You will move past the traditional, reactive "war room" culture of Customer Success to establish a predictable, value driven operating backbone for your customers.
- Your core mission is to deeply understand our customers' business objectives, map their specific organizational use cases, and systematically connect our engagement rhythm to measurable business outcomes.
- At Mural, our most successful CSMs are operational architects, professionals who possess the quiet conviction to push past low-level administrative tasks, multi-thread into complex business units, and drive deep behavioral adoption that makes our platform indispensable.
- WHAT YOU'LL DO - Own the full customer lifecycle for ±15 strategic enterprise accounts, ensuring every milestone—from kickoff to renewal—is anchored in documented use cases and clear value realization.
- - Maintain a disciplined cadence of strategic interactions (including structured 90-day reviews and impact assessments), ensuring our customer interactions focus on business outcomes.
- - Actively conduct use-case discovery to surface new business unit sponsors, partnering closely with Sales counterparts to deliver the qualitative and quantitative impact data that secures smooth renewals and drives organic growth.
- - Interpret usage data, user persona shifts, and behavioral trends to predictively identify risk and expansion opportunities, deploying targeted, outcome-based playbooks.