Mural · United States
Lead the post-sale strategy for a portfolio of high-value enterprise accounts at Mural, moving beyond reactive support to build predictable, value-driven operating backbones that drive measurable business outcomes.
About the Role
Join Mural’s innovative, strategic Customer Success team focused on Fortune 500 enterprise customers across diverse verticals. As a Senior Customer Success Manager, you’ll architect operational excellence for strategic accounts, deeply understanding their business objectives and mapping platform use cases to tangible outcomes. You’ll shift from administrative tasks to multi-threaded, cross-functional partnerships, driving behavioral adoption and long-term value. This role demands consultative discovery, disciplined execution, and commercial acumen to turn platform usage into strategic business wins. Ideal candidates are operational architects who thrive in complex environments and can translate data into action.
What You Will Do
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.
What We Are Looking For
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 complexity.
If you’re ready to architect operational excellence for enterprise customers and turn platform usage into strategic business wins, apply now.