Customer Success Manager, Salesforce

• 10+ years of experience in enterprise customer success, customer success / account management or post-sales leadership roles in SaaS, integration or platform businesses
• Proven experience working with complex, large-scale enterprise customers (1000+ users, global deployments) and interacting at C-suite/senior IT & business leadership levels
• Technical acumen in the MuleSoft platform (Anypoint Platform, API-led connectivity, integration architecture) or equivalent iPaaS/integration platforms
• Strong ability to map technical/integration architectures to business outcomes, articulate value in business terms, and influence cross-functionally without direct line management
• Demonstrated track-record of driving account renewal and expansion, managing risk in large accounts, and orchestrating cross-functional delivery
• Exceptional communication, presentation, influencing skills, with provable ability to engage executive stakeholders and manage complex customer relationships
• Bachelor’s degree (or equivalent). Advanced degree or relevant certifications (e.g., MuleSoft, integration architecture) preferred

Desirable

• As Customer Success Manager, Director for MuleSoft, you will be the senior strategic advisor and lead for a select portfolio of our most critical, high-value customers
• You will own full accountability for their success: adoption, retention, expansion, and the realization of business outcomes on the MuleSoft platform
• You will work cross-functionally across internal teams (Sales, Services, Product, Engineering, Support, Partners) to deliver a seamless “Signature” customer experience
• You will not have direct reports; instead, you will lead through influence, partnership, and execution
• You'll serve as the named primary point of accountability for a defined set of high-profile MuleSoft Signature customers, responsible for renewal, expansion, and customer health
• Cultivate and maintain strong relationships with business and IT-executive stakeholders (C-suite, senior sponsors) within customer organizations to align on value, outcomes, risks and executive-level objectives
• Orchestrate the end-to-end customer lifecycle: onboarding, adoption, value realization, renewal, and growth — ensuring delivery of the Signature Success services catalogue
• Translate the technical capabilities of the MuleSoft platform (APIs, integration, iPaaS, connectivity) into centered value for the customer, proactively guiding feature adoption, architectural risk mitigation, and transformation roadmaps
• Monitor and drive customer health metrics (usage/adoption, value score, risk/issue escalation, expansion opportunities) and work preemptively to address at-risk accounts
• Act as the internal customer advocate: partner with product, engineering, support and services teams to align on customer needs, resolve escalations (including high-severity incidents), and ensure high satisfaction
• Articulate and reinforce the value proposition of the Signature Success program—ensuring customer awareness, alignment, and renewal readiness
• Represent MuleSoft in high-stakes engagements (executive reviews, renewal negotiations, go-to-market expansions) and serve as the “face” for critical customers