Senior Customer Success Manager, MURAL
$150-187k
OTE
Digital workspace for visual collaboration
Job no longer available
Digital workspace for visual collaboration
501-1000 employees
Job no longer available
$150-187k
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 Customer Success experience with Enterprise SaaS customers; experience driving outcomes for a portfolio (often 10–25 accounts)
- Strong discovery, consultative, and relationship-building skills; ability to interact with executive stakeholders and champion customer initiatives
- Comfort using AI tools to enhance workflows, efficiency, or decision-making
- Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methods preferred
- Analytical and data-driven mindset; comfortable interpreting usage data to drive action
- Strong communication and presentation skills, including comfort with executive-level audiences
- Highly proactive, organized, and a team player able to thrive in a dynamic, fast-paced environment
- Familiarity with Gainsight is a plus
- Based in the U.S. or Canada region and willing to travel up to 15%
What the job involves
- We're an innovative, strategic team known for strong discovery skills and creative problem solving
- We manage a portfolio of mid-tier enterprise customers across a range of verticals
- As a Senior CSM, you will manage a portfolio of AMER-based, high-value, Enterprise accounts that are in a growth stage with Mural
- Your focus will be on driving adoption, building stakeholder relationships, and serving as a trusted advisor to maximize value from Mural solutions
- You’ll collaborate cross-functionally, ensuring customers achieve their business outcomes and contributing customer insight to our product, sales, and consulting teams
- At Mural, our most successful CSMs are those who bring a unique approach to tackling their book of business and customer needs
- We value team members who approach challenges with creativity, resourcefulness, and a solutions-oriented mindset—demonstrating the ability to get results even when faced with ambiguity or limited resources
- Oversee a portfolio of ±15 customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion
- Be a Mural expert and spot opportunities to run enablement in order to drive utilization and adoption
- Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner
- Monitor customer health scores, trending data, and triggers and use your account knowledge to identify risk and create mitigation plans
- Keep account information up to date and organized, ensuring accurate reporting of CS engagements in Gainsight
- Advocate for your customers internally by sharing success stories and feedback
- Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact
- Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities
- You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business
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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