Director of Customer Success, MURAL
Strategic AMER
$184-230k
OTE
Digital workspace for visual collaboration
Open for applications
Digital workspace for visual collaboration
501-1000 employees
Open for applications
$184-230k
OTE
501-1000 employees
Company mission
To inspire and connect imagination workers globally by providing teams the means, the methods, and the freedom to innovate from anywhere.
Role
Who you are
- Experience: 9+ years in Customer Success, Account Management, or related SaaS customer leadership roles, with 4+ years in people leadership
- Strategic Enterprise Expertise: Deep experience with complex Enterprise (5,000+ FTE) accounts, executive relationships, and measurable outcomes in a B2B SaaS environment
- Cross-Functional Influence: Proven ability to influence Sales, Product, and broader GTM teams to drive customer success and revenue outcomes
- Operational Rigor: Strong analytical and operational orientation with experience managing metrics such as health scores, GDR, churn, adoption, and expansion
- Coaching & Leadership: A track record of developing high-performing CSM teams and scaling best practices
- Executive Presence: Exceptional communication skills with comfort engaging executive audiences and driving strategic conversations
- Travel: Based in the U.S. or Canada with willingness to travel up to ~25%
- CST or EST time zones preferred
What the job involves
- We are a strategic, high-impact Customer Success organization focused on maximizing value for our largest Enterprise customers across the Americas
- Partnering closely with Sales, Product, Marketing, and Solutions Consulting, we drive outcomes that fuel customer transformation, long-term partnerships, and sustainable growth
- As Director of Customer Success, Strategic (AMER), reporting to the VP of Customer Success, you will own the strategy, execution, and operational leadership for our Strategic Customer Success segment
- You will lead a team of senior CS practitioners responsible for expanding customer value, driving retention and expansion, and forging trusted advisor relationships with key customer stakeholders at our largest accounts
- You will partner closely with your Sales counterparts to align Customer Success and revenue motions, jointly drive strategic account growth planning, and ensure a cohesive experience that accelerates business impact for customers and strengthens Mural’s position as a transformative enterprise partner
- You'll own success metrics for the Strategic customer segment, including retention, gross dollar revenue (GDR), growth, customer health, and executive/advocate engagement
- Define and lead execution of strategic goals and operational priorities that align with company objectives
- Partner with Sales leadership (including AVP and Strategic Account Managers) to co-develop account growth plans that balance growth and long-term value realization
- Lead, coach, and scale a team of Senior and Principal Customer Success Managers focused on high-value Enterprise accounts
- Set performance expectations tied to strategic outcomes, and foster a culture of excellence, accountability, and continuous improvement
- Enable your team with structured frameworks for key stakeholder engagement, value realization planning, risk mitigation, and cross-sell/expansion plays
- Work with Sales, Product, Marketing, and Consulting to shape cross-functional strategies that improve customer outcomes and elevate the overall customer experience
- Represent the voice of our largest and most strategic customers, translating customer feedback, usage patterns, and business objectives into actionable insights for teams like Product and Marketing
- Advocate for product enhancements, enablement resources, and market positioning that unlock measurable customer value and support retention and expansion goals
- Ensure your CS team acts as trusted advisors to key stakeholders across Strategic accounts, aligning on business priorities, success metrics, and expansion opportunities
- Surface complex risks early and deploy mitigation strategies in partnership with cross-functional stakeholders
- Lead or support adoption and business reviews for key accounts when necessary, reinforcing customer value and positioning paths for growth
- Monitor customer health scores, usage trends, and engagement signals to proactively identify risk and growth opportunities across your portfolio
- Ensure consistent, high-quality use of Customer Success systems (e.g., Gainsight, Gong) to enable data-driven decision-making and operational rigor
- Partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives that improve how we operate (including engagement models, risk mitigation plays, and advocate programs)
- Contribute to the evolution of our global CS operating model by identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and customer impact
- Champion change management within your region, ensuring new processes, programs, and tools are successfully adopted and embedded within your team
Our take
Mural is a virtual collaboration platform that caters both to the increasing demand for visual work methods and the shift towards remote working. Functioning more like a team- or business-wide whiteboard than a chat room, it is part of a developing trend away from single-channel platforms like Slack and towards a more integrated collaborative workspace.
Founded in 2011, Mural is an early entrant in an increasingly crowded field which includes rivals such as Gather and Tandem. However, it stands out with the flexibility of its approach to multi-functional virtual spaces and range of integrations. This has allowed it to gather a large customer base in a diverse range of companies including IBM, Autodesk and SAP.
The company boasts strong development, securing multiple funding rounds early in its journey that grew its valuation beyond $2 billion. It has since successfully found a more mature direction through leadership changes and a rebrand, continue its growth in a new phase for the company.
Steph
Company Specialist at Welcome to the Jungle
Insights
-25% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$50m
SERIES C
Aug 2020
$118m
SERIES B
Total funding: $216.8m
Company benefits
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend
- Fully remote team
- Flexible time off
- Parental leave
- End of Year Closure
- Design thinking trainings
- MURAL free forever plan
- 401(k)
Company HQ
Chinatown, San Francisco, CA
Leadership
Leigh-Margaret Stull
(CEO)Previously spent 13 years at CareerBuilder, in roles including CPO/CMO and COO. Former Innovation Advisor, Business Consultant and Change Management Leader.
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