Senior Customer Success Manager, Mursion

• 5-7 years of experience in Customer Success, Account Management, or related roles within a SaaS organization
• Demonstrated success in managing a book of business and delivering on retention and growth targets
• Strong customer instincts—strong ability to listen, diagnose, and solve problems
• Clear, confident communication skills, capable of engaging both tactical and strategic audiences
• Proven ability to collaborate effectively with cross-functional teams (Sales, Product, and Marketing)
• A growth mindset, adaptable and excited to work in a fast-paced startup environment, and a roll-up-your-sleeves attitude

Desirable

• As we expand, we're looking for a strategic, proactive, curious, and customer-obsessed Customer Success Manager (CSM) to play a pivotal role in shaping our customer success journey
• This is a unique opportunity to lay the groundwork and help to build the processes, relationships, and outcomes for long-term customer partnerships
• As a Mursion CSM, you'll be more than an account manager - you’ll be a trusted strategic advisor and partner
• You’ll own the post-sale customer relationship, driving adoption, maximizing value, and fostering long-term growth
• Your expertise will be instrumental in guiding customers through their journey, ensuring they achieve desired outcomes with our innovative simulation solutions
• You’ll own the post-sale relationship and drive adoption, retention, and expansion
• You’ll work closely with cross-functional teams to deliver value, uncover growth opportunities, and build champions across our customer base
• This is a high-impact individual contributor role with significant growth potential as we scale and transform how people learn
• Own and drive the complete customer lifecycle, from seamless onboarding to successful renewal and expansion
• Cultivate trusted relationships with customer stakeholders, becoming a strategic advisor and advocate for their success
• Conduct engaging Quarterly Business Reviews (QBRs) and regular check-ins, demonstrating the business value and impact of Mursion
• Develop and execute strategic account plans, aligning Mursion’s solutions with customer goals, identify key stakeholders, adoption milestones, and expansion opportunities
• Identify and build relationships with executive decision makers (“power”) to facilitate strategic conversations and align on business outcomes
• Act as the connector between customer needs and internal teams (Product, Sales, Marketing) championing the voice of the customer Implement and refine structured QBRs and executive reviews to reinforce value, align and track KPIs, and maintain executive engagement
• Collaborate with leadership on executive sponsor programs and customer reference strategies
• Drive product adoption, usage, and value realization to improve customer retention (GRR) and identify expansion (ARR) opportunities
• Proactively manage customer health, identifying and mitigating risks to prevent contraction or churn
• Identify and execute upsell andcross-sell opportunities to expand partnerships
• Contribute to the development of scalable processes, playbooks,, and customer lifecycle frameworks
• Pilot and refine new processes that support the company’s growth
• Maintain accurate records in HubSpot, ensuring data integrity and accurate forecasting