Senior Customer Success Manager, MURAL
Strategic Accounts
$154.5-193.1k
OTE
Digital workspace for visual collaboration
Be an early applicant
Digital workspace for visual collaboration
501-1000 employees
Be an early applicant
$154.5-193.1k
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
- 5+ years of Enterprise SaaS Customer Success 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
- Commercial acumen and a data-driven mindset; comfortable analyzing utilization trends and connecting software adoption metrics directly to a customer's strategic objectives
- Familiarity with enterprise CS tools (like Gainsight and Tableau) to maintain clean documentation and translate platform insights into actionable account plans
- Travel purposefully (up to 15%) to conduct in-person discovery sessions, workshops, executive alignment deep-dives, and strategic business reviews, leveraging face-to-face presence to break through organizational silos and solidify long-term partnerships within your strategic accounts
What the job involves
- 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
- 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
- Partner with cross-functional teams to deploy purposeful, journey-mapped enablement modules that serve the customer's direct business goals, ensuring learning translates into sustained behavioral adoption
- Manage internal and external stakeholders effectively, turning relationship-building with admins and business sponsors into strategic partnerships rather than administrative task lists
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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